ITSM Analyst

Your New Role

As the IT Service Management (ITSM) Analyst, you will provide oversight and hands-on leadership across Incident, Request, Change, and Problem Management functions. Reporting to the IT Service Management Manager, you will act as a key change agent, helping mature ITSM processes and driving continuous improvement across IT operations. You will quickly build strong relationships across IT and the business, ensuring major incidents are addressed efficiently and root causes are identified to prevent recurrence. Success in this role will be measured by reduced negative end-user impact, improved service quality and user experience, increased productivity, and effective risk management aligned with business expectations.

Key Accountabilities

Continuous Improvement (45%)

• Identify gaps and inefficiencies in current IT operations and drive process improvements in collaboration with IT teams (Helpdesk, IT Support, Infrastructure, Applications).
• Contribute to the evolution of the ITSM strategy in alignment with organizational goals.
• Perform root cause analysis and evaluate solutions using ITIL best practices while balancing technical and business constraints.
• Engage required resources to execute improvements through topletion.
• Document lessons learned and promote ongoing improvements via Problem, Change, and Knowledge Management.
• Own Knowledge Management documentation, including reviewing, updating, formatting, and publishing knowledge base articles.
• Lead workshops to align business and technical requirements.
• Support the design and implementation of ServiceNow capabilities and integrations, including CMDB, Service Mapping, and Request Management.
• Train and support users impacted by process changes.

Problem Management (20%)

• Implement and operate a structured Problem Management process in partnership with the ITSM Manager.
• Identify, document, and track systemic and recurring issues.
• Prioritize corrective actions and ensure high-priority problems remain visible and actively managed.

Reporting & Communication (20%)

• Measure service quality and processpliance, rmending and implementing new metrics as needed.
• Draft and authorize planned and emergency ITmunications for targeted audiences.
• Create and maintain IT workflows, knowledge documents, reports, portal content, and customer-facingmunications.
• Maintain and update ServiceNow knowledge base content.
• Partner with IT leadership to align SLAs and support activities with business needs.
• Prepare presentations and executive summaries related to major incident management.

Governance (15%)

• Chair the weekly Infrastructure Change Advisory Board (CAB) as a backup to the CAB Manager and measure processpliance.
• Facilitate major incident bridges, ensuring accurate documentation of attendees, timelines, and diagnostic actions.
• Analyze trends and patterns across Incident, Problem, Request, and Change Management.
• Ensure adherence topany policies for issue engagement,munication, and resolution.
• Participate in a 24x7 on-call rotation as a secondary/tertiary point of contact for high-priority incidents.

What You’ll Need to Succeed

• Bachelor’s degree inputer Science, Information Technology, Business, Engineering, Project Management, Service Management, or a related field.
• Minimum
  3 years of IT Service Management experience.
• Hands-on experience working within an
  ITIL/ITSM-aligned organization.
• ServiceNow experience
  (strongly preferred).
• Strong technical foundation with a working understanding of IT infrastructure, applications, and databases.
• Excellent analytical, critical thinking, and decision-making skills.
• Highly process-oriented with strong attention to detail and follow-through.
• Proven ability to work autonomously and demonstrate leadership.
• Strong problem-solving and root cause analysis capabilities.
• Excellent interpersonal skills with the confidence to hold stakeholders accountable.
• Experience with Microsoft Visio or similar tools.
• Advanced Microsoft Excel skills, particularly for reporting and data analysis.
• Ability to manage multiple initiatives simultaneously.
• Exceptional written and verbalmunication skills, with the ability to engage all organizational levels.
• Willingness to obtain one or more certifications within the first 60 days (e.g., ITIL 4 Foundation+, ServiceNow CSA, Six Sigma Green Belt+).

What You’ll Get in Return

• The opportunity to play a key role in shaping and maturing enterprise ITSM practices.
• Exposure to senior IT leadership and business stakeholders.
• A collaborative, improvement-focused work environment.
• Professional development and certification support.
• A role with real impact on service quality, user experience, and business oues.