IT Service Management Analyst - Specialist

Vanguard

IT Service Management Analyst optimizing production environments for Vanguard's team. Responsible for managing Change Enablement, Incident Management, and Problem Management processes.

Posted 5/27/2026full-timeWayne • North Carolina, Pennsylvania, Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudGoITSMServiceNow

About the role

Key responsibilities & impact

Execute operational excellence across the core team functions of Change Enablement, Incident/Major Incident and Problem Management
Facilitate the introduction of beneficial changes into the live production environment
Collaborate with Release and IT Project Managers on tollgates and activities including, readiness reviews, and Business Go/No-Go reviews across development teams, assurance testing, SMEs, Security, analysts, and leadership
Chair divisional Change Advisory Boards as needed
Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements
Communicate with key stakeholders during a major system outage, ensuring the businesses are kept updated until the incident is resolved
Participate in the detection of trends, and reviews historical incidents and root cause analysis to identify trends and drive down repeat, service impacting failures
Execute in the context of policy and controls and model best practices for peers and partners
Coordinate, monitor, report on and contribute to improving the operational processes for Change Enablement, Incident/Major Incident Management and Problem Management, overseeing legacy and cloud-native systems
Promote awareness of and adherence to policy and control requirements in-scope
Act as a focal point for all escalation and communication activities related to users and IT teams to ensure effective and efficient execution of change activities
Highlight and escalate risk & issues to management
Maintain expertise and awareness of industry trends and technologies, recommending timely adjustments to strategy as appropriate
Participate in special projects and perform other duties as assigned

Requirements

What you’ll need

Minimum of five years related work experience
Undergraduate degree or equivalent combination of training and experience
Graduate degree preferred
One year of IT service management experience
Hands-on experience with project and task management tools such as Jira and ServiceNow
ITILv4 Foundations Certification preferred
High-Velocity IT Environment experience a plus
Working knowledge of the following ITSM Practices: Change Enablement, Incident/Major Incident Management, Problem Management, Configuration Management, Release Management, and Service Validation and Testing
Experience with Agile, Scrum, and DevOps practices
Exceptional communication skills – both written and verbal
Excellent active listening skills
Ability to clearly articulate messages to a variety of audiences
Ability to establish and maintain strong relationships within a matrix organization
Ability to work with offshore teams
Ability to influence others and move toward a common vision or goal
Problem solving and root cause identification skills

Benefits

Comp & perks

Flexible working arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT service managementChange EnablementIncident ManagementMajor Incident ManagementProblem ManagementConfiguration ManagementRelease ManagementService ValidationAgileScrum

Soft Skills

communication skillsactive listeningrelationship buildinginfluencingproblem solvingroot cause identificationarticulating messagescollaborationstakeholder managementescalation management

Certifications

ITILv4 Foundations Certification