Senior Analyst, Service Excellence

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

📋 Description

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

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

• Aid in drafting updates for stakeholders.

• Support Problem Management by collecting data and aiding root cause analysis.

• Document findings and ensure tracking of preventive measures until completion.

• Prepare documentation for Change Management and coordinate scheduling logistics.

• Assist in validating post-implementation reviews.

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

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

• Escalate data quality issues to senior team members.

• Contribute insights and suggestions to initiatives aimed at service improvement.

• Assist in the implementation of approved process and workflow modifications.

• Compile ITSM metrics and create standard reports and dashboards.

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

• Maintain precise documentation for ITSM processes, procedures, and incident/problem records.

⛳️ Requirements

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

• ITIL Foundation certification is advantageous, or it should be obtained within the first six 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.

• Knowledge of 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 normal working hours when necessary.

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

• Developing analytical and problem-solving skills.

• Ability to handle multiple tasks and priorities in a fast-paced environment.

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

• Attention to detail and a commitment to following processes.

• Proactive mindset with a focus on learning and enhancing service quality.

• Beginning to utilize artificial intelligence tools for incident documentation and basic analysis, with support from senior team members.

• Growing familiarity with monitoring practices and tools such as Datadog to assist in identifying and flagging service issues.

🏝️ Benefits

• Eligibility for an annual cash bonus.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• 401(k) plan.