IT Service Management Analyst

American Bureau of Shipping•Spring, TX

About The Position

The Service Management Analyst supports the measurement, assurance, and continual improvement of the ABS IT Service Management function. Operating across all ITIL‑aligned value streams, this role partners with the Sr Manager, Service Management to support process design, ensure adherence to defined standards, maintain performance reporting, and drive continual service improvement. The Analyst provides operational and executive visibility into service performance, maturity, and compliance.

Requirements

Minimum 4–5 years of experience in IT Service Management or a related discipline, including experience with service management processes, reporting, or continual improvement activities.
Required: Bachelor’s degree in Information Technology, Business, or a related field, or equivalent professional experience.
Required: ITIL 4 Foundation certification exam ready.
Working knowledge of ITIL service management practices.
Experience supporting process design, assurance, or continual improvement.
Strong analytical and reporting skills in an ITSM environment.
Experience with ITSM platforms and reporting tools; Ivanti preferred.
Strong written and verbal communication skills.
Ability to manage multiple priorities in a structured governance environment.
Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy.

Nice To Haves

Preferred: IT service management or business analysis qualification.
Preferred: ITIL 4 Foundation

Responsibilities

Support the design, documentation, and rollout of ITIL‑aligned service management processes.
Maintain and update SOPs, process documentation, and user guidance.
Perform process adherence reviews and track corrective actions.
Maintain the Service Management Continual Service Improvement (CSI) register.
Design, produce, and maintain KPI dashboards and performance reporting.
Produce monthly and quarterly service management reporting for IT leadership.
Monitor SLA and SLO performance and identify improvement opportunities.
Support audit preparation activities related to service management processes.
Assist with service reviews, maturity assessments, and improvement initiatives.
Support ITSM platform configuration and reporting (Ivanti Neurons).