Service Management Analyst

Job Summary

To support a growing Service Management team, the full-time remote Service Management Analyst will drive service performance improvements, manage incident and problem resolution, and facilitate communication across technical teams to enhance client satisfaction.

Key responsibilities:

• Drive incident follow-up and accountability for assigned clients, including managing escalations and backlog-reduction initiatives
• Facilitate Root Cause Analyses and support Major Incident Management activities in coordination with technical teams
• Monitor client service health and prepare Quarterly Business Reviews to present service performance and improvement initiatives

Required qualifications:

• 2-5 years of experience in service delivery, IT operations, or service management
• Working knowledge of ITIL practices, including Incident and Problem Management
• Experience supporting Major Incident Management workflows and Root Cause Analysis documentation
• Strong analytical skills with the ability to interpret service metrics and performance data
• Bachelor's degree or equivalent relevant professional experience