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IT Solution Analyst – Service Availability Lead
Trissential. Review, analyze, and approve ServiceNow change requests to ensure operational readiness and risk mitigation .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Change Management, Risk Management, and Incident Management within IT operations, ensuring service availability and operational readiness in a 24x7 environment. Proven ability to lead cross-functional teams and facilitate effective communication among technical and business stakeholders.
Highest-signal resume keywords
Change ManagementRisk ManagementIncident ManagementServiceNow ExperienceITIL Process Implementation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Change Request ReviewTechnical Risk AssessmentIncident ManagementImplementation Plan EvaluationRollback Procedure TestingNetwork OperationsOperational Procedures GuidanceCAB LeadershipTelecommunications ExperienceEnterprise Networking
Soft Skills
Strong Communication SkillsDecision-MakingProblem-SolvingCritical ThinkingRelationship Building
Tools & Technologies
ServiceNowNetwork Operations Center (NOC)
Certifications & Qualifications
ITIL Foundation Certification
Industry Keywords
IT OperationsService AvailabilityChange ManagementIncident Management24x7 Operations Environment
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Review, analyze, and approve ServiceNow change requests to ensure operational readiness and risk mitigation
- Lead Change Advisory Board (CAB) and Technical Change Advisory Board (TCAB) meetings
- Assess technical risk associated with network and infrastructure changes
- Challenge change requests when risks, dependencies, or backout plans are insufficient
- Coordinate and support incident management processes during service disruptions and outages
- Serve as a key escalation point for network operations teams and technical stakeholders
- Guide Technical Operations Center technicians through operational procedures and incident response activities
- Facilitate communication between technical teams, vendors, project teams, and business stakeholders
- Coordinate remediation activities during critical incidents and service outages
- Evaluate peer reviews, implementation plans, testing strategies, and rollback procedures
- Promote operational excellence through adherence to change, risk, and incident management best practices
- Support enterprise service availability objectives in a 24x7 operations environment
Requirements
What you’ll need- 5–10 years of experience in IT operations, service availability, network operations, change management, incident management, or related disciplines
- Exceptional candidates with 3–4 years of highly relevant experience may also be considered
- Strong experience in change management and risk management processes
- Hands-on incident management experience in complex technical environments
- Ability to evaluate technical network risks and operational impacts
- Experience reviewing change implementation plans, peer reviews, testing strategies, and backout procedures
- Strong communication skills with the ability to lead large operational meetings and incident bridge calls
- Proven ability to work effectively under pressure during high-priority incidents
- Strong decision-making, problem-solving, and critical-thinking skills
- Ability to build productive relationships across technical and business teams
- Comfortable operating in a fast-paced environment with multiple stakeholders and competing priorities
- Network Operations Center (NOC) experience
- Telecommunications or enterprise networking experience
- Experience supporting 24x7 operational environments
- Prior experience leading CAB or change review boards
- ServiceNow experience
- Exposure to carrier maintenance coordination activities
- Experience supporting large-scale enterprise infrastructure operations
- ITIL process implementation or governance experience
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field preferred
- Equivalent professional experience will also be considered
- ITIL Foundation Certification preferred
- Additional IT service management or network-related certifications are advantageous
- English essential
- Currently authorized to work in the United States
- Able to work in a 24x7 operations environment
Benefits
Comp & perks- Comprehensive medical plans
- Dental insurance
- Vision insurance
- HSA with company contribution
- Company-sponsored life insurance
- Short-term disability insurance
- Long-term disability insurance
- Voluntary legal plans
- Hospital plans
- Accident plans
- Pet wellness plans
- 401k with matching
- Paid holidays
- Paid time off
- Career development and advancement opportunities
- Opportunity for long-term extension and potential conversion
- Collaborative team culture