Senior Analyst, Service Excellence
概述 每个伟大的技术组织都致力于可靠性，创新和卓越服务。作为我们服务优秀团队的高级分析师，你将在事件，问题和变化管理中建立实践经验，并发挥这一使命的重要作用。你将在顾问和高级顾问团队指导下通过团队支持事件，问题与变化管理实践，帮助提供稳定，高质量的 IT 服务。我们正在寻找一个培养 ITIL 专业知识的人，分析思维方式和发展成为服务优秀职业生涯的热情。负责人：在管理人员的工作中，他们可以帮助你了解信息技术服务管理领域的重要内容。这项职位是 IT 服务管理专业生涯的一个伟大的基础，让你接触到核心 ITSM 流程并培养出能力和判断力，以随着时间的推移获得更大资产权。责任事件管理通过帮助对 IT 服务中断进行排序和记录支持事件管理过程。参加一个顾问或高级顾问指导下的关键事件快速响应室 （战争室）并协助编写利益相关者更新。问题管理通过收集数据和支持由更多高级团队成员领导的根源调查来帮助问题管理进程。帮助记录发现和跟踪预防行动到完成。变化管理通过准备变化文档，协调安排物流以及协助在指导下验证实施后审查来支持变化管理过程。积极的事件防范监测仪表板，警报和事件趋势，对高级同事进行进一步调查标记异常或新出现风险.Jira 服务管理使用 Jira 服务经理以精确记录和更新事件，问题和变化。关注已建立的工作流程并升级数据质量问题给高级团队成员。服务改进：为由他人领导的服务改进倡议提供观察和想法，并帮助实施批准的流程和工作流程变化。测量跟踪和报告。在高级团队成员指导下编译 ITSM 指标和填写标准报告和仪表板中协助。利益相关者参与沟通服务桌，应用支持和基础设施团队的常规更新，根据需要升级更复杂的对话给高级同事。文档维护 ITSM 过程的准确和最新文档。
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Overview
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 build hands-on experience across Incident, Problem, and Change Management and play a valuable role in driving that mission forward.
You'll work across teams to support Incident, Problem, and Change Management practices under the guidance of the Advisor and Senior Advisor team, helping deliver stable, high-quality IT services. We're looking for someone building ITIL expertise, an analytical mindset, and a passion for growing into a service excellence career.
This role is a great foundation for a career in IT Service Management, giving you hands-on exposure to core ITSM processes while you develop the skills and judgment to take on greater ownership over time.
Responsibilities
Incident ManagementSupport the Incident Management process by helping triage and document IT service disruptions. Participate in rapid response rooms (war rooms) for critical incidents under the direction of an Advisor or Senior Advisor, and help draft stakeholder updates.
Problem ManagementAssist the Problem Management process by gathering data and supporting root cause investigations led by more senior team members. Help document findings and track preventive actions to completion.
Change ManagementSupport the Change Management process by preparing change documentation, coordinating scheduling logistics, and helping validate post-implementation reviews under guidance.
Proactive Incident PreventionMonitor dashboards, alerts, and incident trends, flagging anomalies or emerging risks to senior colleagues for further investigation.
Jira Service ManagementUse Jira Service Management to accurately log and update incidents, problems, and changes. Follow established workflows and escalate data-quality issues to senior team members.
Service ImprovementContribute observations and ideas to service improvement initiatives led by others, and help implement approved changes to processes and workflows.
Metrics Tracking and ReportingAssist in compiling ITSM metrics and populating standard reports and dashboards under the guidance of senior team members.
Stakeholder EngagementCommunicate routine updates to Service Desk, Application Support, and Infrastructure teams, escalating more complex conversations to senior colleagues as needed.
DocumentationMaintain accurate and up-to-date documentation for ITSM processes, procedures, and incident/problem records.
Qualifications
EducationBachelor’s degree in Computer Science, Information Technology, or a related field preferred (equivalent experience considered). ITIL Foundation certification is a plus, or should be obtained within the first 6 months of hire.
Experience
- 3–5 years of experience in an IT operations, service desk, or related technical support role
- Exposure to Incident, Problem, or Change Management processes is a plus but not required
- Familiarity with Jira Service Management or similar ITSM tools is a plus
- Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside of normal business hours when required
Skills
- Clear communication and interpersonal skills, with a 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
- Eager, proactive mindset with a focus on learning and improving service quality
- Beginning to use artificial intelligence tools to support incident documentation and basic analysis, with guidance from senior team members
- Developing familiarity with monitoring practices and tools (e.g., Datadog) to help detect and flag service issues
Total CompensationBase pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.
Salary Range It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.
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Pay Range
USD $74,000.00 - USD $99,000.00 /Yr.Originally posted on Himalayas