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, including managing escalations, aging tickets, SLA risks, pending actions, and reducing backlog.

• Recognize recurring incidents, patterns, and systemic challenges that necessitate Problem Management.

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

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

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

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

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

• Provide timely service reporting and dashboards, converting performance data into actionable insights.

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

• Monitor ITIL-aligned process adherence and document any gaps, exceptions, risks, and proposed improvements.

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

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

• Relay 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 improvement.

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

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

• Capacity to influence technical teams, foster 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 for managing multiple priorities, deadlines, follow-up activities, and cross-functional dependencies.

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

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

• Strong 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 being available from 9:00 AM–6:00 PM Eastern Time.

• Desirable: Experience in Managed Service Provider, IT services, professional services, or multi-client technology environments.

• Desirable: Knowledge of ConnectWise Manage or a similar IT service-management platform.

• Desirable: Experience in audit tracking, policy compliance, process governance, or control-monitoring.

• Desirable: Background in Quarterly Business Reviews, client health reporting, or service-performance reviews.

• Desirable: Proficiency in Power BI, Excel, or similar analytics tools.

• Desirable: Experience in identifying recurring service issues and translating operational data into improvement initiatives.

• Desirable: Familiarity with service-quality, customer-satisfaction, and continual-improvement principles.

• Desirable: Experience working with globally distributed technical and operational teams.

🏝️ Benefits

• Competitive salary

• Comprehensive benefits

• Great perks

• Professional and career development opportunities

• Remote work from Kyiv, Ukraine

• Flexible/global team environment