Service Excellence, Senior Analyst

MRO Corporation•,

1d•$74,000 - $99,000

About The Position

At the heart of every great technology organization is a commitment to reliability, innovation, and exceptional service. As a Senior Analyst on our Service Excellence Team, you'll play a key role in driving that mission forward. You'll work across teams to strengthen Incident, Problem, and Change Management practices, uncover opportunities for improvement, and help deliver stable, high-quality IT services that our employees and customers depend on every day. We're looking for someone with strong ITIL expertise, an analytical mindset, and a passion for turning operational challenges into opportunities for service excellence and transformation. This is more than a support role. It's an opportunity to influence how IT operates, improve organizational resilience, and help shape the future of service delivery.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field required.
At least 5 years of experience in IT Service Management or related IT operations roles
Hands-on experience with Incident, Problem, and Change Management processes
Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside of normal business hours when required
Strong communication and interpersonal skills
Solid analytical and problem-solving abilities
Ability to manage multiple tasks and priorities in a fast-paced environment
Working knowledge of ITIL frameworks and ITSM best practices
Attention to detail and commitment to process adherence
Proactive mindset focused on service quality and risk reduction
Experience leveraging AI tools (e.g., Microsoft Copilot, Claude) to improve productivity and service delivery
Ability to Make an Impact: Motivated by contributing to service stability, customer satisfaction, and organizational success

Nice To Haves

ITIL Foundation certification preferred.
Experience with Jira Service Management or similar ITSM tools preferred

Responsibilities

Support the Incident Management process to ensure timely resolution of IT service disruptions. Lead rapid response rooms (war rooms) for critical business‑impacting incidents, drive incidents through to resolution, and ensure timely, accurate, and consistent communications with all relevant stakeholders.
Actively drive the Problem Management process by identifying root causes of major service disruptions. Lead investigations, perform root cause analysis, and implement preventive actions to reduce repeat incidents and improve service stability.
Support the Change Management process by assisting with change assessments, documentation, scheduling, and post-implementation reviews to minimize risk and service disruption.
Monitor trends, alerts, and incident data to identify potential issues early. Contribute to preventive actions and risk mitigation efforts in collaboration with other IT teams.
Use Jira Service Management to track and manage incidents, problems, and changes. Assist with maintaining workflows and ensuring accurate ticket documentation and data quality.
Contribute to continuous service improvement initiatives by analyzing service performance metrics, identifying improvement opportunities, and supporting the implementation of best practices.
Assist in tracking ITSM metrics and KPIs. Help prepare regular reports and dashboards that provide insights into service performance and trends.
Work collaboratively with Service Desk, Application Support, Infrastructure, Engineering and Product business teams to support ITSM processes and ensure clear, consistent communication.
Maintain accurate and up-to-date documentation for ITSM processes, procedures, and incident/problem records.