Service Management Analyst

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

📋 Description

• Oversee incident follow-ups and accountability for designated clients, encompassing escalations, aging tickets, SLA risks, outstanding actions, and initiatives aimed at reducing backlog.

• Recognize recurring incidents, trends, and systemic challenges that necessitate Problem Management and ensure appropriate follow-through.

• Conduct Root Cause Analyses and guarantee thorough, client-ready documentation.

• Assist in Major Incident Management activities by coordinating resources, initiating incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks.

• Supervise client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and operational metrics.

• Prepare and conduct client Quarterly Business Reviews that address service performance, trends, risks, incidents, problems, and improvement initiatives.

• Take ownership of and drive Service Improvement Plans and corrective action initiatives.

• Provide timely service reports and dashboards, translating performance data into actionable insights.

• Assist with policy compliance reviews, audit preparations, process adherence checks, evidence requests, and corrective actions.

• Monitor adherence to ITIL-aligned processes and document any gaps, exceptions, risks, and suggested improvements.

• Develop and enhance playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices.

• Collaborate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams.

• Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients.

⛳️ Requirements

• 2–5 years of experience in service delivery, IT operations, service management, or a related operational role; equivalent demonstrated experience may also be taken into account.

• Practical knowledge of ITIL practices, including Incident Management, Problem Management, Change Management, and continual service improvement.

• Experience in supporting Major Incident Management workflows and documenting Root Cause Analyses.

• Excellent analytical and reporting skills with the capability to interpret service metrics, SLAs, KPIs, trends, and performance data.

• Ability to influence technical teams, drive accountability, and achieve results without direct reporting authority.

• Proficient in clearly communicating technical issues, service risks, and recommendations to both technical and non-technical stakeholders.

• Strong organizational capabilities with the ability to manage multiple priorities, deadlines, follow-up activities, and cross-functional dependencies.

• Exceptional written and verbal communication skills, including experience in client-facing communications, service reviews, or business-review materials.

• Familiarity with ITSM, ticketing, reporting, dashboard, or data visualization platforms.

• Keen attention to detail with the ability to produce accurate, complete, and professional incident, RCA, compliance, and service documentation.

• Bachelor’s degree or equivalent relevant professional experience.

• Ability to work remotely from Kyiv, Ukraine while ensuring consistent availability during the required hours of 9:00 AM – 6:00 PM Eastern Time.

• Experience within a Managed Service Provider, IT services, professional services, or a multi-client technology environment.

• Familiarity with ConnectWise Manage or a comparable IT service management platform.

• Experience in supporting audit tracking, policy compliance, process governance, or control-monitoring activities.

• Experience in preparing or presenting Quarterly Business Reviews, client health reporting, or service performance reviews.

• Proficient in developing dashboards or reports utilizing Power BI, Excel, or similar analytics tools.

• Experience in identifying recurring service issues and converting operational data into actionable improvement initiatives.

• Strong understanding of service quality, customer satisfaction, and continual improvement principles.

• Familiarity with globally distributed technical and operational teams.

🏝️ Benefits

• Competitive salary

• Comprehensive benefits

• Great perks

• Professional and career development opportunities

• Equal Employment Opportunity