Sr. IT Service Management Analyst

Job Overview

The Sr. IT Service Management Analyst is a senior-level strategic leader responsible for driving the design, governance, and continuous improvement of enterprise-wide IT Service Management (ITSM) and support operations. This role provides expert-level oversight across Change, Incident, Problem, and Request Management, as well as operational reporting, process governance, vendor performance, and service optimization.

Operating with a high degree of autonomy and influence, the Sr. IT Service Management Analyst partners closely with IT leadership, business stakeholders, and managed service providers to ensure IT services are aligned with organizational goals, compliance standards, and ITIL best practices. The role combines advanced analytical, operational, and process expertise to enhance service quality, improve customer experience outcomes, and drive measurable performance improvements.

Additionally, this position plays a key role in identifying and influencing automation and AI opportunities, strengthening vendor relationships, mentoring junior analysts, and shaping the future of IT service delivery through innovation and continuous improvement initiatives.

Essential Functions:

Change Management:

* Own the enterprise change management strategy, ensuring alignment with business risk tolerance and ITIL best practices.

* Lead CAB governance, executive reporting, and change policy enforcement.

* Analyze change trends to identify systemic risks and drive strategic improvements.

* Develop and maintain enterprise-wide change documentation, training, and audit readiness materials.

Request Management:

* Oversee the architecture and lifecycle of the service request catalog, ensuring scalability and user-centric design.

* Collaborate with service owners and business units to align request fulfillment with operational and strategic goals.

* Lead initiatives to streamline request workflows and integrate automation where feasible.

* Define and monitor request-related KPIs and drive continuous improvement initiatives.

Incident Management:

* Provide strategic oversight of incident management processes across all support tiers.

* Lead major incident reviews and ensure lessons learned are translated into preventive actions.

* Define incident classification and escalation standards to ensure consistency and efficiency.

* Partner with service owners to reduce incident volume and improve first-contact resolution rates.

Problem Management:

* Drive enterprise-wide problem management strategy, including root cause analysis frameworks and long-term resolution planning.

* Ensure visibility and accessibility of known errors and workarounds across all support tiers.

* Lead cross-functional problem review boards and track resolution effectiveness.

* Integrate problem management insights into change and incident processes for holistic service improvement.

Operational Reporting & Analytics:

* Define and maintain enterprise-level dashboards and reporting frameworks for ITSM performance.

* Deliver executive-level insights and recommendations based on trend analysis and predictive modeling.

* Ensure data governance, consistency, and accuracy across all reporting platforms.

* Lead quarterly business reviews and contribute to strategic planning through data storytelling.

Automation & AI Opportunity Identification:

* Identify, assess, and prioritize automation and AI opportunities across ITSM processes.

* Collaborate with automation engineers, developers, and business analysts to scope and deliver high-impact solutions.

* Maintain a strategic roadmap of automation initiatives and track ROI and adoption metrics.

* Champion the use of AI and machine learning to enhance service delivery and operational efficiency.

Process Improvement, Governance & Training:

* Lead ITSM process maturity assessments and drive enterprise-wide standardization and optimization.

* Ensure all ITSM processes meet compliance, audit, and regulatory requirements.

* Develop and maintain governance frameworks, SOPs, and training programs for ITSM stakeholders.

* Deliver training sessions and workshops to promote process adoption and continuous learning.

Vendor Management:

* Own strategic vendor relationships for ITSM platforms and services, including contract negotiation and performance management.

* Monitor vendor compliance with SLAs, KPIs, and regulatory requirements.

* Lead vendor evaluations, renewals, and escalations in collaboration with procurement and legal teams.

* Drive vendor accountability through structured reviews, scorecards, and improvement plans.

Work Environment &

Collaboration:

* Serve as a senior advisor to IT leadership, business units, and support teams on ITSM strategy and execution.

* Lead cross-functional initiatives and working groups to align ITSM practices with enterprise goals.

* Mentor and coach junior analysts and process owners to build organizational capability.

* Foster a culture of collaboration, innovation, and service excellence across the IT organization.

General…