Sr/Lead Service Management Analyst

Role Description

plays a critical role in analyzing, documenting, and optimizing IT Service Management (ITSM) processes. This position focuses on ensuring ITSM practices align with ITIL standards and business objectives, while providing actionable insights, reporting, and stakeholder support. The Analyst will serve as a bridge between IT teams, business stakeholders, and service management tools to drive continuous improvement and operational excellence.

Key Responsibilities

Process Improvement & Optimization

• Monitor KPIs and SLAs to evaluate process performance.
• Analyze process data to identify inefficiencies, bottlenecks, and opportunities for improvement.
• Recommend and support implementation of process improvements that enhance efficiency and user satisfaction.
• Assist in initiatives for workflow automation and integration with ITSM tools (e.g., Jira Service Management, ServiceNow).

Stakeholder Engagement

• Serve as liaison between ITSM teams and business stakeholders to ensure alignment with organizational goals.
• Communicate process performance, improvements, and changes to management and stakeholders.
• Provide training and guidance to process users to ensure proper understanding and adherence.

Reporting & Tool Alignment

• Collaborate with IT teams and vendors to ensure ITSM tools are configured to support global processes.
• Develop and maintain dashboards and reporting tools to provide transparency into process performance.
• Deliver regular and ad-hoc reports to management and stakeholders.

Experience

• 610 years of experience in IT Service Management or End-user support roles.
• Experience in global or multi-regional environments is highly desirable.

Technical Knowledge

• Strong understanding of ITIL processes (Incident, Change, Problem Management).
• Hands-on experience with ITSM tools such as Jira Service Management, ServiceNow, or similar platforms.
• Proficiency in process analytics and reporting.

Certifications

• ITIL v4 Foundation certification (preferred).