Senior Analyst, Service Excellence

Overview

At the heart of every great technology organization is a commitment to reliability, innovation, and exceptional service. As a Senior Analyst on our Service Excellence Team, you'll build hands-on experience across Incident, Problem, and Change Management and play a valuable role in driving that mission forward.

You'll work across teams to support Incident, Problem, and Change Management practices under the guidance of the Advisor and Senior Advisor team, helping deliver stable, high-quality IT services. We're looking for someone building ITIL expertise, an analytical mindset, and a passion for growing into a service excellence career.

This role is a great foundation for a career in IT Service Management, giving you hands-on exposure to core ITSM processes while you develop the skills and judgment to take on greater ownership over time.

Responsibilities

Incident ManagementSupport the Incident Management process by helping triage and document IT service disruptions. Participate in rapid response rooms (war rooms) for critical incidents under the direction of an Advisor or Senior Advisor, and help draft stakeholder updates.

Problem ManagementAssist the Problem Management process by gathering data and supporting root cause investigations led by more senior team members. Help document findings and track preventive actions to completion.

Change ManagementSupport the Change Management process by preparing change documentation, coordinating scheduling logistics, and helping validate post-implementation reviews under guidance.

Proactive Incident PreventionMonitor dashboards, alerts, and incident trends, flagging anomalies or emerging risks to senior colleagues for further investigation.

Jira Service ManagementUse Jira Service Management to accurately log and update incidents, problems, and changes. Follow established workflows and escalate data-quality issues to senior team members.

Service ImprovementContribute observations and ideas to service improvement initiatives led by others, and help implement approved changes to processes and workflows.

Metrics Tracking and ReportingAssist in compiling ITSM metrics and populating standard reports and dashboards under the guidance of senior team members.

Stakeholder EngagementCommunicate routine updates to Service Desk, Application Support, and Infrastructure teams, escalating more complex conversations to senior colleagues as needed.

DocumentationMaintain accurate and up-to-date documentation for ITSM processes, procedures, and incident/problem records.

Qualifications

EducationBachelor’s degree in Computer Science, Information Technology, or a related field preferred (equivalent experience considered). ITIL Foundation certification is a plus, or should be obtained within the first 6 months of hire.

Experience

• 3–5 years of experience in an IT operations, service desk, or related technical support role
• Exposure to Incident, Problem, or Change Management processes is a plus but not required
• Familiarity with Jira Service Management or similar ITSM tools is a plus
• Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside of normal business hours when required

Skills

• Clear communication and interpersonal skills, with a willingness to learn from senior colleagues
• Developing analytical and problem-solving abilities
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Foundational knowledge of ITIL frameworks and ITSM best practices, or eagerness to build this knowledge quickly
• Attention to detail and commitment to process adherence
• Eager, proactive mindset with a focus on learning and improving service quality
• Beginning to use artificial intelligence tools to support incident documentation and basic analysis, with guidance from senior team members
• Developing familiarity with monitoring practices and tools (e.g., Datadog) to help detect and flag service issues

Total CompensationBase pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Salary Range It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

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