Service Excellence, Senior Analyst

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 play a key role in driving that mission forward.

You'll work across teams to strengthen Incident, Problem, and Change Management practices, uncover opportunities for improvement, and help deliver stable, high-quality IT services that our employees and customers depend on every day. We're looking for someone with strong ITIL expertise, an analytical mindset, and a passion for turning operational challenges into opportunities for service excellence and transformation.

This is more than a support role. It's an opportunity to influence how IT operates, improve organizational resilience, and help shape the future of service delivery.

Responsibilities

Incident ManagementSupport the Incident Management process to ensure timely resolution of IT service disruptions. Lead rapid response rooms (war rooms) for critical business‑impacting incidents, drive incidents through to resolution, and ensure timely, accurate, and consistent communications with all relevant stakeholders.

Problem ManagementActively drive the Problem Management process by identifying root causes of major service disruptions. Lead investigations, perform root cause analysis, and implement preventive actions to reduce repeat incidents and improve service stability.

Change ManagementSupport the Change Management process by assisting with change assessments, documentation, scheduling, and post-implementation reviews to minimize risk and service disruption.

Proactive Incident PreventionMonitor trends, alerts, and incident data to identify potential issues early. Contribute to preventive actions and risk mitigation efforts in collaboration with other IT teams.

Jira Service ManagementUse Jira Service Management to track and manage incidents, problems, and changes. Assist with maintaining workflows and ensuring accurate ticket documentation and data quality.

Service ImprovementContribute to continuous service improvement initiatives by analyzing service performance metrics, identifying improvement opportunities, and supporting the implementation of best practices.

Metrics Tracking and ReportingAssist in tracking ITSM metrics and KPIs. Help prepare regular reports and dashboards that provide insights into service performance and trends.

Stakeholder EngagementWork collaboratively with Service Desk, Application Support, Infrastructure, Engineering and Product business teams to support ITSM processes and ensure clear, consistent communication.

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 required. ITIL Foundation certification preferred.

Experience

• At least 5 years of experience in IT Service Management or related IT operations roles
• Hands-on experience with Incident, Problem, and Change Management processes
• Experience with Jira Service Management or similar ITSM tools preferred
• Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside of normal business hours when required

Skills

• Strong communication and interpersonal skills
• Solid analytical and problem-solving abilities
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Working knowledge of ITIL frameworks and ITSM best practices
• Attention to detail and commitment to process adherence
• Proactive mindset focused on service quality and risk reduction
• Experience leveraging AI tools (e.g., Microsoft Copilot, Claude) to improve productivity and service delivery
• Ability to Make an Impact: Motivated by contributing to service stability, customer satisfaction, and organizational success

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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