Service Management Analyst II/Sr.

The Service Management Analyst is responsible for developing, implementing, measuring, and evaluating advanced IT Service Management processes. The role supports Incident, Change, Problem, Configuration, Asset, and Request Management, as applicable. The position facilitates communication between IT and its customers to maintain processes and business relationships; works with employees at all organizational levels; and exercises judgment in implementing best practices, prioritizing work, and resolving issues.

At the Analyst II level, the role assists with ITSM process development, management, and administration. At the Senior level, the role supports high-quality IT business practices and continuous improvement through measurement and analysis while working with minimal supervision.