Senior Service Operations Analyst

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Assist in the daily management and ongoing enhancement of IT services.

• Oversee Problem Management initiatives, which include tracking problem records, actions taken, and closure procedures.

• Organize and facilitate root cause analysis (RCA) sessions, documenting both outcomes and necessary follow-ups.

• Supervise corrective actions to guarantee accountability, progress, and completion.

• Develop and sustain dashboards and reports to convey operational insights and trends.

• Aid in Change Management by evaluating change records and coordinating change and release processes.

• Discover opportunities to enhance processes via automation, improved tools, and AI-driven solutions.

• Report directly to the Director of AppOps.

⛳️ Requirements

• A minimum of 3 years of experience in IT service operations, ITSM, or related fields.

• Familiarity with ITIL practices, including Incident, Problem, and Change Management.

• Proficient with tools such as ServiceNow, Jira, and/or Confluence.

• Strong analytical abilities and experience with reporting tools like Excel, Power BI, Tableau, or similar platforms.

• Excellent communication skills with the capability to collaborate effectively with diverse teams and stakeholders.

• Experience with automation or AI tools is advantageous but not mandatory.

🏝️ Benefits

• Medical insurance

• Life insurance

• Dental insurance

• Asociacion Solidarista

• International Share Save Plan

• Flex Work/Work from home

• Paid time off

• Annual Performance Bonus

• Education Reimbursement

• Family Bonding

• Bereavement Leave

• Referral Program

• DEI, work/life balance, development, wellness, reward and recognition, volunteering