Service Management Analyst

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

📋 Description

• Lead the follow-up on incidents and ensure accountability for designated clients, which includes managing escalations, aging tickets, SLA risks, outstanding actions, and initiatives for reducing backlog.

• Recognize recurring incidents, trends, and systemic challenges that necessitate Problem Management and oversee the necessary follow-through.

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

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

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

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

• Own and drive Service Improvement Plans as well as corrective-action initiatives.

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

• Aid in policy-compliance reviews, audit preparations, process adherence checks, evidence requests, and corrective actions.

• Monitor ITIL-aligned process adherence, documenting gaps, exceptions, risks, and suggested improvements.

• Collaborate with Service teams to develop and enhance playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices.

• Coordinate with 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 comparable operational role; equivalent demonstrated experience may also be considered.

• Proficient understanding of ITIL practices, including Incident Management, Problem Management, Change Management, and continual service enhancement.

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

• Strong analytical and reporting capabilities, with the ability to interpret service metrics, SLAs, KPIs, trends, and performance data.

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

• Ability to clearly communicate technical issues, service risks, and recommendations to both technical and non-technical stakeholders.

• Excellent organizational skills, capable of managing multiple priorities, deadlines, follow-up tasks, and cross-functional dependencies.

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

• Background in working 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 schedule 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 similar 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.

• Experience in developing dashboards or reports using Power BI, Excel, or similar analytics tools.

• Experience in identifying recurring service issues and translating operational data into practical 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

• Excellent perks

• Opportunities for professional and career development

• Remote work arrangement

• International contractor engagement