Service Management Analyst

The Service Management Analyst is responsible for supporting and improving IT service delivery processes across the organization. The role ensures adherence to ITIL best practices, monitors service performance, manages incidents and service requests, and collaborates with cross-functional teams to enhance operational efficiency and customer satisfaction.

Key Responsibilities

1. Incident & Request Management

• Monitor, triage, and assign incoming incidents and service requests.

• Ensure timely resolution according to SLAs and escalation procedures.

• Coordinate with technical teams to resolve issues efficiently.

• Communicate status updates to stakeholders and end users.

2. Problem Management

• Identify recurring incidents and perform root cause analysis.

• Work with engineering/operations teams to implement permanent fixes.

• Maintain known error records and problem tickets.

3. Change Management

• Review submitted change requests for completeness and risk assessment.

• Coordinate and schedule CAB (Change Advisory Board) meetings.

• Ensure documentation and post-implementation reviews are completed.

4. Service Performance & Reporting

• Track and analyze KPIs such as SLA compliance, incident trends, and service levels.

• Generate weekly/monthly service performance dashboards.

• Provide insights and recommendations for service improvement.

5. ITIL Process Governance

• Ensure ITIL processes (Incident, Problem, Change, Request, Configuration, etc.) are followed consistently.

• Support audits and compliance reviews.

• Document and maintain process workflows and SOPs.

6. Stakeholder & Vendor Coordination

• Act as a liaison between business users, IT teams, and external vendors.

• Coordinate with third parties for issue resolution and escalations.

• Facilitate communication across teams to ensure seamless service delivery.

7. Continuous Improvement

• Identify gaps in processes and contribute to service improvement plans.

• Assist in implementing automation and workflow optimization.

• Support new tool deployment and enhancements for ITSM platforms (e.g., ServiceNow, JIRA, Freshservice).

Required Skills & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.

• 2–5 years of experience in IT service management or support operations.

• Strong understanding of ITIL framework (Certification preferred).

• Experience with ITSM tools (ServiceNow, BMC Remedy, ManageEngine, etc.).

• Excellent analytical and problem-solving skills.

• Strong communication and stakeholder management abilities.

• Ability to work in a fast-paced environment with minimal supervision.

Preferred Qualifications

• ITIL Foundation or Intermediate certification.

• Experience in SLA management and data-driven reporting.

• Knowledge of change, asset, and configuration management processes.

• Exposure to service improvement initiatives and automation tools.

Soft Skills

• Attention to detail

• Time management

• Collaboration and teamwork

• Customer-centric mindset

• Decision-making and critical thinking