Senior Analyst, Service Excellence

This is a fully remote position, open to applicants in Idaho.

📋 Description

• Assist in Incident Management by triaging and documenting disruptions in IT services.

• Engage in rapid response rooms for critical incidents under the guidance of an Advisor or Senior Advisor.

• Aid in drafting updates for stakeholders.

• Collect data and support root cause investigations for Problem Management.

• Record findings and ensure preventive actions are tracked to completion.

• Prepare documentation for Change Management and coordinate scheduling logistics.

• Validate post-implementation reviews.

• Monitor dashboards, alerts, and incident trends, identifying anomalies or emerging risks.

• Utilize Jira Service Management to log and update incidents, problems, and changes.

• Raise data-quality issues to senior team members.

• Contribute insights and suggestions for service improvement initiatives.

• Assist in implementing approved process and workflow modifications.

• Compile ITSM metrics and fill in standard reports and dashboards.

• Provide routine updates to Service Desk, Application Support, and Infrastructure teams.

• Ensure accurate documentation for ITSM processes, procedures, and incident/problem records.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred (equivalent experience will be considered).

• ITIL Foundation certification is advantageous or should be acquired within the first 6 months of employment.

• 3–5 years of experience in IT operations, service desk, or a related technical support role.

• Familiarity with Incident, Problem, or Change Management processes is beneficial but not mandatory.

• Experience with Jira Service Management or similar ITSM tools is a plus.

• Willingness and capability to participate in a rotating on-call schedule and respond to critical incidents outside of regular business hours when necessary.

• Strong communication and interpersonal skills, with a readiness to learn from senior colleagues.

• Developing analytical and problem-solving skills.

• Capacity to manage multiple tasks and priorities in a dynamic environment.

• Basic understanding of ITIL frameworks and ITSM best practices, or a desire to quickly build this knowledge.

• Attention to detail and commitment to adhering to processes.

• Enthusiastic, proactive attitude with a focus on learning and enhancing service quality.

• Starting to utilize artificial intelligence tools to assist in incident documentation and basic analysis, with mentorship from senior team members.

• Gaining familiarity with monitoring practices and tools (e.g., Datadog) to help identify and flag service issues.

🏝️ Benefits

• Eligibility for an annual cash bonus.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Life insurance coverage.

• Participation in a 401(k) plan.