Senior Analyst, Service Excellence

MRO

Senior Analyst on Service Excellence Team driving IT service improvement through Incident, Problem, and Change Management. Collaborating across teams and enhancing operational efficiency and reliability.

Posted 7/22/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $74,000 - $99,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management processes, including Incident, Problem, and Change Management, while effectively utilizing Jira Service Management to enhance service delivery and operational efficiency.

Highest-signal resume keywords

IT Service ManagementIncident ManagementProblem ManagementChange ManagementJira Service Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementIT Service ManagementAnalytical SkillsProcess AdherenceAI Tools Utilization

Soft Skills

Strong CommunicationInterpersonal SkillsProblem-Solving AbilitiesAttention to DetailTask Management

Tools & Technologies

Jira Service ManagementITSM Tools

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

IT OperationsService DisruptionsContinuous Service ImprovementKPI Tracking

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Support the Incident Management process to ensure timely resolution of IT service disruptions
Lead rapid response rooms (war rooms) for critical business-impacting incidents
Actively drive the Problem Management process by identifying root causes of major service disruptions
Support the Change Management process by assisting with change assessments and documentation
Monitor trends, alerts, and incident data to identify potential issues early
Use Jira Service Management to track and manage incidents, problems, and changes
Contribute to continuous service improvement initiatives
Assist in tracking ITSM metrics and KPIs

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Information Technology, or a related field required
ITIL Foundation certification preferred
At least 5 years of experience in IT Service Management or related IT operations roles
Hands-on experience with Incident, Problem, and Change Management processes
Experience with Jira Service Management or similar ITSM tools preferred
Willingness and ability to participate in a rotating on-call schedule
Strong communication and interpersonal skills
Solid analytical and problem-solving abilities
Ability to manage multiple tasks and priorities in a fast-paced environment
Attention to detail and commitment to process adherence
Experience leveraging AI tools (e.g., Microsoft Copilot, Claude) to improve productivity and service delivery

Benefits

Comp & perks

medical, dental, vision, life insurance
401(k) plan
annual cash bonus