About this role

Coordinate Problem Management activities, including tracking problem records, actions, and closure steps.
Schedule and support RCA sessions, ensuring outcomes and follow‑ups are clearly documented.
Monitor corrective actions to ensure ownership, progress, and completion.
Create and maintain dashboards and reports to share operational insights and trends.
Support Change Management by reviewing change records and coordinating change and release activities.
Identify opportunities to improve processes through automation, better tools, and AI‑assisted solutions.

3+ years of experience in IT service operations, ITSM, or similar roles.
Working knowledge of ITIL practices, such as Incident, Problem, and Change Management.
Experience with tools such as ServiceNow, Jira, and/or Confluence.
Strong analytical skills and experience with reporting tools like Excel, Power BI, Tableau, or similar.
Clear communication skills with the ability to work effectively with diverse teams and stakeholders.
Experience with automation or AI tools is a plus, but not required.

Senior Service Operations Analyst

Key skills