IT Service Management Analyst

Summary The ITSM Analyst manages and continuously improves global IT Service Management processes aligned with ITIL, Site Reliability Engineering, and disaster recovery readiness practices. The role promotes service reliability, operational stability, and business resilience by coordinating complex Incident, Problem, Change, and Disaster Recovery activities with limited oversight and sound operational judgment. The ITSM Analyst partners with technical teams, service owners, business stakeholders, and service partners to reduce operational risk, improve mean time to restore, strengthen root cause analysis, support disaster recovery readiness, and drive sustainable corrective actions. The role supports process maturity through standardization, automation, ServiceNow analytics, and data-driven recommendations that improve service performance and reduce recurring issues. Responsibilities Execute ITIL-aligned Incident, Problem, and Change Management processes using ServiceNow as the system of record. Lead structured Problem Management activities, including root cause analysis, incident trend review, corrective action tracking, ownership confirmation, remediation follow-through, and use of post-incident learnings to strengthen service reliability. Support Change Management governance to reduce service risk while supporting delivery velocity, including readiness review, risk assessment, approval coordination, scheduling awareness, post-change follow-up, and escalation of high-risk or incomplete changes as appropriate. Use ServiceNow data, metrics, dashboards, and workflows to measure performance, identify trends, develop recommendations, and drive measurable improvements in service reliability, process adherence, and operational effectiveness. Apply reliability practices such as error reduction, reliability targets, post-incident learning, and operational toil reduction to improve service outcomes. Partner with engineering, operations, service owners, and platform teams to strengthen process effectiveness, prevent recurring issues, and support timely completion of remediation actions. Disaster Recovery Coordination Disaster Recovery coordination includes planning, tracking, and supporting DR readiness activities that help ensure critical business services can be restored within expected recovery time objectives and recovery point objectives. This includes coordinating DR testing, documenting outcomes, monitoring remediation items, and partnering with service owners to improve recovery preparedness. Coordinate disaster recovery readiness activities, including DR test planning, execution support, results documentation, issue follow-up, and coordination with service owners to address gaps identified during testing or recovery exercises. Track remediation activities resulting from DR testing or recovery exercises and provide status updates to support visibility, accountability, and ongoing recovery readiness. …