Senior Analyst, Service Excellence

MRO Corporation•,

4d•$74,000 - $99,000

About The Position

The Senior Analyst, Service Excellence supports Incident, Problem, and Change Management practices across teams under the guidance of Advisors and Senior Advisors. The role helps deliver stable, high-quality IT services while building hands-on experience and expertise in IT service management. It is intended as a foundation for a career in IT Service Management, with opportunities to develop skills and judgment for greater ownership over time.

Requirements

3–5 years of experience in an IT operations, service desk, or related technical support role.
Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside normal business hours when required.
Clear communication and interpersonal skills, and willingness to learn from senior colleagues.
Developing analytical and problem-solving abilities.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Foundational knowledge of ITIL frameworks and ITSM best practices, or eagerness to build this knowledge quickly.
Attention to detail and commitment to process adherence.
Proactive mindset focused on learning and improving service quality.
Beginning ability to use artificial intelligence tools for incident documentation and basic analysis, with guidance.
Developing familiarity with monitoring practices and tools to help detect and flag service issues.

Nice To Haves

Bachelor’s degree in Computer Science, Information Technology, or a related field; equivalent experience is considered.
ITIL Foundation certification, or willingness to obtain it within the first 6 months of hire.
Exposure to Incident, Problem, or Change Management processes.
Familiarity with Jira Service Management or similar ITSM tools.
Familiarity with monitoring tools such as Datadog.

Responsibilities

Support Incident Management by triaging and documenting IT service disruptions.
Participate in critical-incident response rooms under the direction of an Advisor or Senior Advisor and help draft stakeholder updates.
Gather data and support root cause investigations led by senior team members; document findings and track preventive actions to completion.
Prepare change documentation, coordinate scheduling logistics, and help validate post-implementation reviews under guidance.
Monitor dashboards, alerts, and incident trends, flagging anomalies or emerging risks to senior colleagues.
Use Jira Service Management to log and update incidents, problems, and changes, following established workflows and escalating data-quality issues.
Contribute observations and ideas to service improvement initiatives and help implement approved process and workflow changes.
Assist with compiling ITSM metrics and populating standard reports and dashboards.
Communicate routine updates to Service Desk, Application Support, and Infrastructure teams, escalating complex conversations as needed.
Maintain accurate, up-to-date documentation for ITSM processes, procedures, and incident/problem records.