Service Management Analyst

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

📋 Description

• Oversee incident follow-up and accountability for designated clients, addressing escalations, aging tickets, SLA risks, outstanding actions, and initiatives aimed at reducing backlogs.

• Recognize recurring incidents, trends, and systemic issues that necessitate Problem Management, and coordinate the necessary follow-up actions.

• Facilitate Root Cause Analyses and ensure documentation is thorough and ready for client presentation.

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

• Monitor client service health, service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction (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 improvement initiatives.

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

• Provide timely service reporting and dashboards, converting 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.

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

• Coordinate efforts across the 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 similar operational role; equivalent demonstrated experience may be accepted.

• Working knowledge of ITIL practices, encompassing Incident Management, Problem Management, Change Management, and continual service improvement.

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

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

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

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

• Excellent organizational skills with the capacity to manage multiple priorities, deadlines, follow-up activities, and cross-functional dependencies.

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

• Experience working with ITSM, ticketing systems, reporting tools, dashboards, or data visualization platforms.

• High attention to detail, ensuring the production of 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 in a Managed Service Provider, IT services, professional services, or multi-client technology setting.

• Familiarity with ConnectWise Manage or similar IT service management platforms.

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

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

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

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

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

• Familiarity with collaborating across globally distributed technical and operational teams.

🏝️ Benefits

• Competitive salary

• Comprehensive benefits

• Great perks

• Professional and career development opportunities