Information Technology Service Management Analyst

Job Summary

We are looking for a hands-on IT Service Management (ITSM) Analyst. The  ITSM Analyst  is responsible for ensuring stability, reliability, and continuous improvement of IT services supporting global logistics operations. This role plays a critical part in  major incident management ,  ITSM process excellence , and  ITSM tool (e.g., Service Now) administration , ensuring minimal disruption to time‑critical supply chain and logistics services.

The ITSM Analyst works closely with  infrastructure, application, security, and vendor teams  to restore services quickly, provide clear communication to stakeholders, and drive process maturity across Incident, Problem, Change, and Service Request Management

Key Responsibilities

1. Major Incident Management
Act as the incident commander for high‑severity (Priority 1 /
2) incidents impacting logistics, warehouse, transportation, and customer‑facing systems
Lead incident bridge calls and coordinate cross‑functional technical teams and external vendors
Drive rapid service restoration while maintaining accurate timelines and documentation
Provide clear, timely, and structured updates to business and IT stakeholders
Ensure root cause analysis (RCA) is completed and corrective actions are tracked to closure

2. ITSM Process Excellence
Operate and continuously improve ITSM processes including:
Incident Management
Problem Management
Change Enablement
Request Fulfillment
Knowledge Management
Ensure adherence to defined service management procedures and governance
Support audit and compliance activities by maintaining accurate service records and evidence

3. ITSM Administration & Development
Perform hands‑on configuration and administration of ITSM tools such as Service Now
Configure workflows, business rules, UI policies, automation, and notifications across ITSM modules
Maintain CMDB data quality and service mapping (as applicable)
Support Case Exchange & Integrations between ITSM Platform and other IT systems
Develop dashboards and operational reports for service performance visibility
Ensure ITSM processes and platform remain aligned with ITIL framework and industry best practices.

4. Service Performance & Continuous Improvement
Identify recurring incidents and systemic issues affecting logistics operations
Partner with IT teams to reduce incident volume and mean time to restore service (MTTR)
Contribute to service improvement initiatives and ITSM maturity roadmap
Proactively identify opportunities to improve incident response and resolution processes
Support knowledge base creation & upkeep to improve first‑contact resolution

5. Stakeholder & Vendor Coordination
Act as a single point of coordination across IT, business teams, and external service providers during critical service disruptions
Support 24x7 operations, including  shift rotation , to meet global logistics support requirements

Qualifications and Requirements

Bachelor’s degree in IT, Computer Science, or related field (or equivalent work experience).
Minimum 5+ years of experience supporting Enterprises in an IT Service Mgmt or IT Operations roles
Strong hands-on experience in Service Now administration and development (scripting, workflows, automations, integrations).
Experience in configuring Service Now workflows and forms.

Experience with creating and maintaining Service Now objects like tables, business rules, client scripts, UI actions, UI policies, Script Includes, workflows etc.
Strong understanding of Discovery, Service Mapping, and Event Management principles and best practices.
Proven track record in Major Incident Management, ideally in a 24x7 operations environment.
Solid understanding of ITIL practices; ITIL Foundation certification preferred.
Excellent communication and facilitation skills, especially under pressure.
Ability to work across time zones and with globally distributed teams
Strong problem-solving skills with the ability to handle critical issues calmly and effectively.
Able to leverage AI and machine learning tools to drive efficiency, insights and innovation is a plus.

Preferred Qualifications
Service Now Certified System Administrator (CSA) or Certified Application Developer (CAD).

Experience with JavaScript, APIs, or other scripting languages used in Service Now.