IT Service Management Analyst

This role is responsible for supporting the operational execution and continuous improvement of core ITSM processes across North America. This role will primarily focus on assisting with Change Management, Problem Management, Knowledge Management, and Major Incident Management support activities. The Analyst will help drive process adherence, ensure data accuracy within ITSM tools, and contribute to enhancing overall IT service delivery in alignment with ITIL best practices.

Duties & Responsibilities

• Support the execution of Major Incident Management processes by assisting with incident record documentation, MIRA (Major Incident Review Action) follow-up, and communication support as directed by the Incident Manager.

• Contribute to the Problem Management process by assisting in data collection, trend analysis, and documentation of root causes and preventative measures.

• Support the Knowledge Management discipline by fostering an organizational culture of knowledge acquisition, management, and sharing; promoting awareness of KCS principles; and driving the creation and maintenance of high-quality knowledge articles for effective problem-solving and self-service.

• Identify, document, and enhance processes and documentation for items under configuration control, ensuring comprehensive system-level configuration management.

• Analyze system components and organizational needs to identify appropriate and beneficial ways to manage each IT component as a Configuration Item (CI).

• Apply understanding of ServiceNow best practices to support effective implementation of ITIL processes within the platform.

• Contribute to continuous improvement efforts within ITSM processes by analyzing current practices and identifying opportunities for enhancement and efficiency.

• Participate in core ITSM team meetings, contributing insights on assigned process areas.

• Assist in the analysis of requirements for Configuration Management.

• Ensure adherence to ITSM processes to meet high standards and customer requirements.

• Support the IT Change Management process across North America, ensuring all additions, modifications, or removals of anything that could affect IT Services are controlled and executed with minimum disruption and risk. 

• Support the North American Service Transition discipline, guiding Service Owners to ensure new or changed services are implemented effectively to minimize disruption and risk to business operations. 

• Deliver relevant insights and metrics to the ITSM Manager

Candidate Requirements

Education

• Bachelor’s Degree in Computer Science, Information Technology, or a relevant field.

• 2-4 years of experience in IT Service Management or IT Operations, with exposure to ITIL processes.

Experience

• Experience and knowledge of change management principles, methodologies, and tools.

• Experience managing multiple requests throughout the development cycle.

• Basic understanding of ITIL frameworks and processes (e.g., Major Incident, Change, Problem, Knowledge, Release, Configuration).

• Experience with ServiceNow or other ITSM platforms.

• Strong analytical and problem-solving skills.

Skills & Competencies

• Demonstrates understanding of what high performance looks like in their area of the Business.

• Strives to overcome perceived obstacles being able to pivot where needed.

• Operates in an authentic way, and creates an environment that enables the team to perform at its best.

• Develops relationships across the teams and inspires others to achieve results.

• Adapts behavior to positively affect outcomes and has the ability to thrive in the face of ambiguity and challenge.

• Provides specific positive and balanced feedback for developmental purposes.

Base Pay Range $57,600- $74,900/ year

While starting pay falls within the given range, it can vary based on factors like geographic location, skills, education, and experience. Total earnings may also be affected by overtime, incentives, commissions, performance, and route assignment (where applicable).