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Service Management Analyst
Atlas Technica. Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog reduction .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ITIL practices, particularly in Incident Management and Problem Management, while effectively managing service delivery and operational performance. Proficient in analytical reporting and communication, ensuring alignment between technical teams and stakeholders.
Highest-signal resume keywords
ITIL PracticesMajor Incident ManagementRoot Cause AnalysisAnalytical ReportingService Delivery Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementChange ManagementService Improvement PlansService Metrics InterpretationCompliance DocumentationOperational Best PracticesData VisualizationService ReportingClient Health Reporting
Soft Skills
Strong Communication SkillsOrganizational SkillsInfluencing SkillsAttention to DetailClient-Facing Communication
Tools & Technologies
ITSM PlatformsTicketing SystemsPower BIExcelConnectWise Manage
Industry Keywords
Service DeliveryIT OperationsManaged Service ProviderProfessional ServicesAudit Tracking
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog reduction
- Identify recurring incidents, trends, and systemic issues requiring Problem Management
- Facilitate Root Cause Analyses and ensure complete, client-ready documentation
- Support Major Incident Management by coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
- Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and operational indicators
- Prepare and lead client Quarterly Business Reviews covering service performance, trends, risks, incidents, problems, and improvement initiatives
- Own and drive Service Improvement Plans and corrective-action initiatives
- Deliver timely service reporting and dashboards and translate performance data into actionable insights
- Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions
- Track ITIL-aligned process adherence and document gaps, exceptions, risks, and recommended improvements
- Develop and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
- Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams
- Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients
Requirements
What you’ll need- 2–5 years of experience in service delivery, IT operations, service management, or a related operational role; equivalent demonstrated experience may be considered
- Working knowledge of ITIL practices, including Incident Management, Problem Management, Change Management, and continual service improvement
- Experience supporting Major Incident Management workflows and Root Cause Analysis documentation
- Strong analytical and reporting skills, including interpreting service metrics, SLAs, KPIs, trends, and performance data
- Ability to influence technical teams, drive accountability, and achieve outcomes without direct reporting authority
- Ability to communicate technical issues, service risks, and recommendations clearly to technical and non-technical stakeholders
- Strong organizational skills for managing multiple priorities, deadlines, follow-up activities, and cross-functional dependencies
- Strong written and verbal communication skills, including client-facing communications, service reviews, or business-review materials
- Experience with ITSM, ticketing, reporting, dashboard, or data-visualization platforms
- Strong attention to detail and ability to produce accurate, complete, professional incident, RCA, compliance, and service documentation
- Bachelor’s degree or equivalent relevant professional experience
- Ability to work remotely from Kyiv, Ukraine while maintaining availability from 9:00 AM–6:00 PM Eastern Time
- Desirable: Managed Service Provider, IT services, professional services, or multi-client technology environment experience
- Desirable: Familiarity with ConnectWise Manage or a similar IT service-management platform
- Desirable: Audit tracking, policy compliance, process governance, or control-monitoring experience
- Desirable: Quarterly Business Reviews, client health reporting, or service-performance review experience
- Desirable: Power BI, Excel, or similar analytics tools
- Desirable: Experience identifying recurring service issues and translating operational data into improvement initiatives
- Desirable: Service-quality, customer-satisfaction, and continual-improvement principles
- Desirable: Experience across globally distributed technical and operational teams
Benefits
Comp & perks- Competitive salary
- Comprehensive benefits
- Great perks
- Professional and career development opportunities
- Remote work from Kyiv, Ukraine
- Flexible/global team environment