IT Service Management Analyst

MAPFRE•Webster, MA

11d•$95,000 - $122,500•Hybrid

About The Position

The ITSM Analyst manages and continuously improves global IT Service Management processes aligned with ITIL, Site Reliability Engineering, and disaster recovery readiness practices. The role promotes service reliability, operational stability, and business resilience by coordinating complex Incident, Problem, Change, and Disaster Recovery activities with limited oversight and sound operational judgment. The ITSM Analyst partners with technical teams, service owners, business stakeholders, and service partners to reduce operational risk, improve mean time to restore, strengthen root cause analysis, support disaster recovery readiness, and drive sustainable corrective actions. The role supports process maturity through standardization, automation, ServiceNow analytics, and data-driven recommendations that improve service performance and reduce recurring issues.

Requirements

Associate’s Degree technical certification, specialized knowledge, or equivalent related work experience.
5+ years of progressive experience in IT Operations, IT Service Management, reliability-focused roles, or similar enterprise technology environments.
Experience supporting disaster recovery planning, testing, or service continuity activities is preferred, including familiarity with recovery time objectives, recovery point objectives, test coordination, and documentation of remediation actions.
Demonstrated experience supporting business-critical services in Level 2/3 or enterprise-scale environments, including escalation coordination, incident command, structured root cause analysis, corrective action tracking, and change governance.
Hands-on experience using ServiceNow as the system of record for Incident, Problem, Change, and related ITSM workflows. Ability to analyze ServiceNow data, trends, dashboards, and KPIs to guide operational decisions and continuous improvement.
Working knowledge of SRE concepts, including service reliability, post-incident learning, reduction of operational toil, corrective action tracking, and measurable reliability improvement.
Ability to balance procedural discipline with operational urgency, assess operational and change-related risks, escalate high-risk activities, and recommend appropriate corrective actions or process improvements.
Capable of leading working sessions across technical teams, facilitating alignment, and driving action with service owners and technology stakeholders without relying on direct authority.
Strong written and verbal communication skills, including executive summaries, incident reports, post-incident documentation, and clear updates during high-pressure incident scenarios.
Proactive, collaborative, and improvement-oriented approach aligned with Mapfre’s focus on stability, risk management, and operational excellence.

Nice To Haves

Experience supporting disaster recovery planning, testing, or service continuity activities is preferred, including familiarity with recovery time objectives, recovery point objectives, test coordination, and documentation of remediation actions.

Responsibilities

Execute ITIL-aligned Incident, Problem, and Change Management processes using ServiceNow as the system of record.
Lead structured Problem Management activities, including root cause analysis, incident trend review, corrective action tracking, ownership confirmation, remediation follow-through, and use of post-incident learnings to strengthen service reliability.
Support Change Management governance to reduce service risk while supporting delivery velocity, including readiness review, risk assessment, approval coordination, scheduling awareness, post-change follow-up, and escalation of high-risk or incomplete changes as appropriate.
Use ServiceNow data, metrics, dashboards, and workflows to measure performance, identify trends, develop recommendations, and drive measurable improvements in service reliability, process adherence, and operational effectiveness.
Apply reliability practices such as error reduction, reliability targets, post-incident learning, and operational toil reduction to improve service outcomes.
Partner with engineering, operations, service owners, and platform teams to strengthen process effectiveness, prevent recurring issues, and support timely completion of remediation actions.
Coordinate disaster recovery readiness activities, including DR test planning, execution support, results documentation, issue follow-up, and coordination with service owners to address gaps identified during testing or recovery exercises.
Track remediation activities resulting from DR testing or recovery exercises and provide status updates to support visibility, accountability, and ongoing recovery readiness.