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IT Service Management Analyst
American Bureau of Shipping (ABS)Service Management Analyst supporting ABS IT Service Management function. Focused on ITIL-aligned value streams and continual service improvement.
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Support the design, documentation, and rollout of ITIL‑aligned service management processes.
- Maintain and update SOPs, process documentation, and user guidance.
- Perform process adherence reviews and track corrective actions.
- Maintain the Service Management Continual Service Improvement (CSI) register.
- Design, produce, and maintain KPI dashboards and performance reporting.
- Produce monthly and quarterly service management reporting for IT leadership.
- Monitor SLA and SLO performance and identify improvement opportunities.
- Support audit preparation activities related to service management processes.
- Assist with service reviews, maturity assessments, and improvement initiatives.
- Support ITSM platform configuration and reporting (Ivanti Neurons).
Requirements
What you’ll need- Minimum 4–5 years of experience in IT Service Management or a related discipline, including experience with service management processes, reporting, or continual improvement activities.
- Required: Bachelor’s degree in Information Technology, Business, or a related field, or equivalent professional experience. Preferred: IT service management or business analysis qualification.
- Required: ITIL 4 Foundation certification exam ready. Preferred: ITIL 4 Foundation
- Working knowledge of ITIL service management practices.
- Experience supporting process design, assurance, or continual improvement.
- Strong analytical and reporting skills in an ITSM environment.
- Experience with ITSM platforms and reporting tools; Ivanti preferred.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a structured governance environment.
- Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy.
Benefits
Comp & perks- medical insurance (PPO and HD)
- dental and vision insurance
- Health Savings Account (HSA)
- Flexible Savings Account (FSA)
- life insurance
- accidental death and dismemberment insurance
- disability leave programs
- parental leave program
- paid holidays
- paid vacation time
- Employee Assistance Plan (EAP)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITIL service management processesKPI dashboardsperformance reportingprocess designprocess adherence reviewscontinual service improvementSLA monitoringSLO monitoringanalytical skillsreporting skills
Soft Skills
strong written communicationstrong verbal communicationability to manage multiple prioritiesstructured governanceinterpersonal skillsorganizational skills
Certifications
ITIL 4 Foundation