Senior IT Service Management Analyst

Svitla Systems Inc. is looking for a Senior IT Service Management Analyst for a full-time position (40 hours per week) in India. Our client is a cloud platform for business spend management (BSM) that helps organizations manage their spending, procurement, invoicing, expenses, and supplier relationships. They provide a unified, cloud-based spend management platform that connects hundreds of organizations representing the Americas, EMEA, and APAC with millions of suppliers globally.

The platform provides greater visibility into and control over how companies spend money. Small, medium, and large customers have utilized the platform to manage billions of dollars in cumulative spending. Founded in 2006 and headquartered in San Mateo, California, they aim to streamline and optimize business processes, driving efficiency and cost savings.

You’ll play a crucial role in maintaining the organization's operational stability, reliability, and efficiency. Effective ITSM ensures that IT services align with business needs, delivering consistent value to internal and external stakeholders. As the company continues to grow and evolve, robust incident, change, and problem management processes become even more critical. By optimizing these processes, we minimize downtime, enhance service quality, and maintain customer trust and satisfaction, directly contributing to the company’s strategic goals.

Reporting to the Senior Manager of ITSM, you’ll be part of a globally distributed ITSM analyst team. This team oversees and enhances ITSM practices to ensure seamless operation of IT services.

This position supports the IT Service Management Team (ITSM). The existing ITSM team comprises 4 core members located in the US, Mexico, and Ireland.

There are 3 times a week, with client meetings that overlap with those in the US and Ireland. The team needs the candidate to be in the office a minimum of 2 days a week; it is a hybrid role.

• At least 5-7 years of experience in IT service management, organizational development, or a related field. Proven track record of successfully managing large-scale ITSM initiatives in complex environments.
• Deep understanding of IT service management principles, methodologies, and tools. Familiarity with frameworks such as ITIL, ADKAR, Prosci, or similar is highly desirable.
• Relevant change management or project management certifications, such as ITIL, CCMP, PMP, or cloud certifications, are highly desirable.
• Exceptional verbal and written communication skills. Ability to create clear, persuasive, and engaging communications tailored to diverse audiences.
• Strong analytical and problem-solving abilities. Capability to assess the impact of changes to IT service management processes and develop data-driven strategies to address challenges.
• Excellent relationship-building skills with the ability to work effectively with individuals at all levels of the organization.
• Flexibility to adapt to changing priorities and manage multiple projects simultaneously. Ability to work in a fast-paced, dynamic environment and participate in an on-call rotation that includes weekends and holidays(once every 4-5 weeks) and holidays (when a teammate in a different geographical region is unavailable).
• Willingness to work from the office.

• Experience with tools like Power BI, Tableau, or native platform reporting features.
• Understanding basic SQL queries. Experience with SQL will enhance data-driven reporting and facilitate root cause analysis.

• Lead the regular change review board to evaluate and approve planned changes.
• Lead the entire incident lifecycle, including detection, diagnosis, resolution, and closure. Ensure incidents are handled efficiently to restore normal service operations quickly.
• Conduct thorough post-incident reviews and root cause analyses to identify underlying issues and implement corrective actions to prevent recurrence.
• Act as the main point of contact during major incidents. Facilitate effective communication and coordination between internal teams, external vendors, and stakeholders to expedite resolution.
• Define and track key performance indicators (KPIs) to measure the effectiveness of change, incident, and problem management initiatives.
• Maintain comprehensive records of changes, incidents, and problems, and prepare detailed reports. Provide regular updates to management on change, incident, and problem management trends, resolution, progress, and improvement initiatives.
• Develop, implement, and refine processes and procedures for change, incident, and problem management. Ensure continuous improvement in change and incident handling and response times.
• Collaborate with various business units to understand their needs and ensure that IT service management practices align with business objectives.
• Contribute to developing and implementing comprehensive IT service management strategies and plans that maximize employee adoption and minimize resistance. Ensure alignment with business…