Senior IT Service Analyst

Forcepoint • Arlington, TX

3d

About The Position

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you! The IT User Experience and Enablement (UXE) department is the backbone of technology across the business — responsible for everything from video conferencing suites and laptops to office equipment and core business applications. As a Senior IT Service Analyst, you'll manage complex ITSM processes, lead root cause analysis, and drive continual service improvement initiatives. You'll also play an active role in governance and compliance activities, ensuring our IT services meet the highest standards. You'll join a globally distributed team of talented IT professionals, working collaboratively to deliver operational excellence with a strong focus on outstanding customer experience.

Requirements

• Strong experience in ITSM and IT governance
• ITIL Foundation certification or higher
• Excellent problem-solving and communication skills
• Proven experience mentoring junior staff

Nice To Haves

• Hands-on experience with ITSM platforms
• Knowledge of scripting or automation tools

Responsibilities

• Investigate and resolve complex ITSM issues, leading root cause analysis to prevent recurrence
• Lead process reviews and document findings to drive continual improvement
• Mentor and support junior analysts, sharing knowledge and best practices
• Maintain and manage the Known Error Database
• Support procurement and provisioning activities
• Assist with audits and compliance requirements
• Contribute to Service Desk documentation governance
• Administer the Configuration Item (CI) register and ITSM toolset data
• Coordinate service-related communications across stakeholders
• Support survey administration and feedback processes
• Contribute to Knowledge Management processes and standards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees