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 initiatives .

Posted 10/2/2026contractRemote • UkraineJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL practices, including Incident Management and Problem Management, while effectively managing service delivery and client communications. Proficient in analyzing service metrics and developing actionable insights to drive service improvement initiatives.

Highest-signal resume keywords

ITIL PracticesMajor Incident ManagementRoot Cause Analysis DocumentationAnalytical and Reporting SkillsService Delivery Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementService ImprovementData AnalysisService ReportingCompliance TrackingDashboard DevelopmentClient Health ReportingOperational Best Practices

Soft Skills

Strong Communication SkillsOrganizational SkillsInfluencing SkillsAttention to DetailAbility to Manage Multiple Priorities

Tools & Technologies

ITSM PlatformsConnectWise ManagePower BIExcelData Visualization Tools

Industry Keywords

Service DeliveryIT OperationsManaged Service ProviderProfessional ServicesMulti-Client Technology Environment

Tech Stack

Tools & technologies

ITSM

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 initiatives
Identify recurring incidents, trends, and systemic issues requiring Problem Management and coordinate follow-through
Facilitate Root Cause Analyses and ensure complete, client-ready documentation
Support Major Incident Management activities 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 adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements
Create 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 with the ability to interpret 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 with the ability to manage multiple priorities, deadlines, follow-up activities, and cross-functional dependencies
Strong written and verbal communication skills, including experience supporting client-facing communications, service reviews, or business-review materials
Experience working with ITSM, ticketing, reporting, dashboard, or data-visualization platforms
Strong attention to detail with the ability to produce accurate, complete, and professional incident, RCA, compliance, and service documentation
Bachelor’s degree or equivalent relevant professional experience
Ability to work remotely from Kyiv, Ukraine while maintaining consistent availability during the required 9:00 AM – 6:00 PM Eastern Time schedule
Experience within a Managed Service Provider, IT services, professional services, or multi-client technology environment
Familiarity with ConnectWise Manage or a similar IT service-management platform
Experience supporting audit tracking, policy compliance, process governance, or control-monitoring activities
Experience preparing or presenting Quarterly Business Reviews, client health reporting, or service-performance reviews
Experience developing dashboards or reports using Power BI, Excel, or similar analytics tools
Experience identifying recurring service issues and translating operational data into practical improvement initiatives
Strong understanding of service-quality, customer-satisfaction, and continual-improvement principles
Familiarity with globally distributed technical and operational teams

Benefits

Comp & perks

Competitive salary
Comprehensive benefits
Great perks
Professional and career development opportunities
Equal Employment Opportunity