Senior Analyst, Service Excellence

MRO

. Support Incident Management by triaging and documenting IT service disruptions .

Posted 10/23/2026full-timeRemote • United StatesSenior💰 $74,000 - $99,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong capabilities in Incident Management, Problem Management, and Change Management processes, with a focus on ITSM best practices and effective communication. Proficient in using Jira Service Management for logging and tracking incidents while maintaining accurate documentation.

Highest-signal resume keywords

Incident ManagementProblem ManagementChange ManagementJira Service ManagementITIL Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementData AnalysisITSM Metrics Compilation

Soft Skills

Clear CommunicationInterpersonal SkillsAnalytical AbilitiesAttention to DetailProactive Mindset

Tools & Technologies

Jira Service ManagementDatadogITSM Tools

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

IT OperationsService DeskIncident TrendsRoot Cause InvestigationService Improvement Initiatives

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Support Incident Management by triaging and documenting IT service disruptions
Participate in rapid response rooms for critical incidents under Advisor or Senior Advisor direction
Help draft stakeholder updates
Assist Problem Management by gathering data and supporting root cause investigations
Document findings and track preventive actions to completion
Prepare Change Management documentation and coordinate scheduling logistics
Help validate post-implementation reviews
Monitor dashboards, alerts, and incident trends to flag anomalies or emerging risks
Use Jira Service Management to log and update incidents, problems, and changes
Escalate data-quality issues to senior team members
Contribute observations and ideas to service improvement initiatives
Help implement approved process and workflow changes
Compile ITSM metrics and populate standard reports and dashboards
Communicate routine updates to Service Desk, Application Support, and Infrastructure teams
Maintain accurate documentation for ITSM processes, procedures, and incident/problem records

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Information Technology, or a related field preferred; equivalent experience considered
ITIL Foundation certification is a plus, or should be obtained within the first 6 months of hire
3–5 years of experience in an IT operations, service desk, or related technical support role
Exposure to Incident, Problem, or Change Management processes is a plus but not required
Familiarity with Jira Service Management or similar ITSM tools is a plus
Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside of normal business hours when required
Clear communication and interpersonal skills, with a willingness to learn from senior colleagues
Developing analytical and problem-solving abilities
Ability to manage multiple tasks and priorities in a fast-paced environment
Foundational knowledge of ITIL frameworks and ITSM best practices, or eagerness to build this knowledge quickly
Attention to detail and commitment to process adherence
Eager, proactive mindset with a focus on learning and improving service quality
Beginning to use artificial intelligence tools to support incident documentation and basic analysis, with guidance from senior team members
Developing familiarity with monitoring practices and tools such as Datadog to help detect and flag service issues

Benefits

Comp & perks

Annual cash bonus eligibility
Medical insurance
Dental insurance
Vision insurance
Life insurance
401(k) plan