Monitor daily incident, request, and change queues to ensure SLA and OLA compliance
Provide hands-on coordination for Major Incident Management (MIM)
Ensure timely escalation and resolution of high-impact service disruptions
Review ticket quality, documentation standards, and compliance with ITSM standards
Participate in post-incident reviews (PIRs) and formal Root Cause Analysis (RCA)
Identify trends and recurring incidents
Facilitate Pre-Change Advisory Board (CAB) meetings.
Oversee service request fulfillment performance
Serve as functional SME for the ITSM platform
Assist with the development of weekly and monthly operational dashboards

High School Diploma with proven experience in a similar role
Minimum of 3+ years of experience in IT operations or IT Service Management
Demonstrated hands-on experience managing Incident, Problem, and Change processes
Experience leading major incident bridges and post-incident reviews
Strong knowledge of ITIL framework and service management best practices
ITIL v4 Foundation certification (required within 6 months if not already obtained)
ITIL Managing Professional or advanced ITIL certifications
Lean, Six Sigma, or continuous improvement certification
Experience administering or configuring ITSM platforms

IT Service Management Analyst

Key skills