Senior Service Operations Analyst

Experian

1d•Remote

About The Position

The Service Operations Analyst supports the day‑to‑day health and continuous improvement of IT services. This role focuses on coordinating Problem Management activities, following up on root cause analysis (RCA), and delivering clear reporting and insights. You will also support Change Management and release coordination while helping teams work more efficiently through automation and AI‑enabled solutions. This is a collaborative role where your work helps improve visibility, consistency, and service reliability across the organization. You will report to the Director of AppOps.

Requirements

3+ years of experience in IT service operations, ITSM, or similar roles.
Working knowledge of ITIL practices, such as Incident, Problem, and Change Management.
Experience with tools such as ServiceNow, Jira, and/or Confluence.
Strong analytical skills and experience with reporting tools like Excel, Power BI, Tableau, or similar.
Clear communication skills with the ability to work effectively with diverse teams and stakeholders.

Nice To Haves

Experience with automation or AI tools is a plus, but not required.

Responsibilities

Coordinate Problem Management activities, including tracking problem records, actions, and closure steps.
Schedule and support RCA sessions, ensuring outcomes and follow‑ups are clearly documented.
Monitor corrective actions to ensure ownership, progress, and completion.
Create and maintain dashboards and reports to share operational insights and trends.
Support Change Management by reviewing change records and coordinating change and release activities.
Identify opportunities to improve processes through automation, better tools, and AI‑assisted solutions.