Service Excellence, Senior Analyst

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Description

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 Management Support 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 Management Assist 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 Management Support the Change Management process by preparing change documentation, coordinating scheduling logistics, and help

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