IT Service Management Analyst – Incident and Problem Processes

Houston Skilled Consultancy; Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Job summary

Houston Skilled Consultancy is seeking an IT Service Management Analyst to support incident and problem processes, improve service delivery, and ensure SLA adherence. You will collaborate with IT operations, service desk, and business stakeholders to investigate issues, perform RCAs, and implement preventive actions.

The role emphasizes data-driven analysis, clear communication, and cross-functional coordination in a fast-paced IT environment.

Qualifications

• Bachelor's degree or equivalent practical experience in IT-related field.
• Working knowledge of IT service management concepts, especially incident and problem management.
• Familiarity with ITIL and its application to service operations.
• Experience with incident classification, prioritization, escalation, resolution tracking, and SLA monitoring.
• Knowledge of RCA, known error management, and action tracking.
• Ability to interpret operational reports and translate data into recommendations.
• Familiarity with ITSM tools like ServiceNow, Jira Service Management, or similar.
• Strong written and verbal communication skills.

Responsibilities

• Monitor and coordinate the incident management lifecycle from report to closure.
• Classify, prioritize, escalate, and track incidents based on impact and urgency.
• Coordinate major incident responses with technical teams and stakeholders.
• Review incident trends to identify recurring issues and improvements.
• Identify root causes and drive permanent corrective actions.
• Maintain problem registers, actions, and target completion dates.
• Prepare reports and dashboards on incidents, problems, and performance.
• Collaborate with change management to implement fixes through standard controls.

Skills

IT service management

Incident management

Problem management

Root cause analysis

SLA monitoring

Communication

Documentation

Analytical thinking

Education

Bachelor's degree in IT/CS/IS/Engineering

Tools

ServiceNow

Jira Service Management

BMC Helix

Job description

1. Job Summary

Houston Skilled Consultancy is seeking a detail-oriented and analytical IT Service Management Analyst – Incident and Problem Processes to support and improve IT service delivery through effective incident management, problem management, root cause analysis, and continuous service improvement.

The successful candidate will play an important role in maintaining reliable IT services, minimizing operational disruptions, and ensuring that incidents are resolved efficiently within agreed service-level agreements (SLAs). This position involves collaborating with IT support teams, infrastructure specialists, application owners, service desk personnel, and business stakeholders to investigate recurring technical issues, identify underlying causes, and implement preventive solutions.

The ideal candidate will have a strong understanding of IT service management (ITSM) principles, structured problem-solving techniques, incident lifecycle management, and service performance reporting. The candidate should be comfortable working in a fast-paced technology environment, prioritizing competing demands, documenting technical findings, and communicating clearly with both technical and non-technical stakeholders.

This role is suitable for professionals who are passionate about operational excellence, service reliability, risk reduction, and delivering a consistent, high-quality IT service experience.

2. Key Responsibilities

Incident Management

• Monitor and coordinate the incident management lifecycle, from initial reporting and classification through investigation, resolution, and closure.
• Ensure incidents are accurately categorized, prioritized, assigned, tracked, and escalated according to their business impact and urgency.
• Coordinate the response to major incidents, ensuring appropriate technical teams and stakeholders are engaged promptly.
• Monitor incident queues and aging tickets to identify delays, bottlenecks, and potential SLA breaches.
• Support timely incident resolution by facilitating communication between service desk teams, technical specialists, vendors, and business users.
• Maintain accurate incident records, including symptoms, troubleshooting steps, resolution details, timelines, and customer communications.
• Review incident trends to identify recurring disruptions and opportunities to improve service availability.

Problem Management

• Identify recurring incidents and investigate underlying problems that affect IT service performance.
• Conduct or coordinate root cause analysis (RCA) using structured techniques such as the Five Whys, fishbone diagrams, and cause-and-effect analysis.
• Maintain a problem register and ensure that investigations, ownership, corrective actions, and target completion dates are documented.
• Coordinate the development and implementation of permanent corrective actions to prevent recurring incidents.
• Track known errors and workarounds to help support teams restore services while permanent fixes are being developed.
• Facilitate problem review meetings with relevant technical teams and stakeholders.
• Verify the effectiveness of implemented solutions by monitoring subsequent incident trends and service performance.

Process Governance and Continuous Improvement

• Review incident and problem management procedures to ensure consistency with organizational policies and ITSM best practices.
• Identify opportunities to simplify workflows, reduce manual effort, improve ticket quality, and strengthen escalation procedures.
• Support the implementation and maintenance of standardized processes, templates, operational guidelines, and knowledge articles.
• Ensure incidents and problems are managed in accordance with agreed operational controls, documentation standards, and service management policies.
• Collaborate with change management teams to ensure that corrective actions are implemented through appropriate change control procedures.
• Recommend process enhancements based on performance data, operational feedback, and recurring service challenges.

Reporting and Performance Analysis

• Prepare regular reports on incident volumes, resolution times, SLA compliance, recurring problems, backlog levels, and major incident trends.
• Develop dashboards and performance summaries to communicate operational risks and improvement opportunities.
• Analyze service management data to identify patterns, emerging risks, and areas requiring management attention.
• Track key performance indicators (KPIs) and report progress against service improvement objectives.
• Present findings and recommendations to IT managers, service owners, and relevant business stakeholders.
• Maintain reliable documentation to support operational reviews, audits, and service management assessments.

Stakeholder Collaboration and Communication

• Work closely with IT operations, infrastructure, applications, cybersecurity, service desk, and business support teams.
• Coordinate cross-functional investigations when incidents involve multiple systems or technology services.
• Communicate incident status, business impact, escalation requirements, and expected next steps clearly.
• Support post-incident reviews and ensure lessons learned are translated into actionable improvements.
• Build effective working relationships with internal stakeholders and external service providers.
• Promote accountability, knowledge sharing, and a proactive approach to preventing service disruptions.

3. Required Skills and Qualifications

• Bachelors degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline; equivalent practical experience may be considered.
• Working knowledge of IT service management concepts, particularly incident management and problem management.
• Understanding of the ITIL framework and its application to IT service operations.
• Experience with incident classification, prioritization, escalation, resolution tracking, and SLA monitoring.
• Knowledge of root cause analysis, known error management, and corrective and preventive action tracking.
• Ability to interpret operational reports, identify trends, and translate data into practical recommendations.
• Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, BMC Helix, or comparable tools.
• Strong written and verbal communication skills.
• Excellent analytical thinking, organization, documentation, and problem-solving abilities.
• Ability to coordinate multiple tasks and work effectively under pressure.
• A collaborative approach to working with technical teams, business users, and management.
• Commitment to service quality, process compliance, customer satisfaction, and continuous improvement.

4. Experience

• Previous experience in IT service management, IT operations, service desk support, incident coordination, problem management, or a related IT support function is preferred.
• Experience working with incident ticketing systems and service management workflows is an advantage.
• Familiarity with SLA monitoring, operational reporting, escalation management, and service performance analysis is desirable.
• Experience supporting root cause investigations and documenting corrective actions will be beneficial.
• Exposure to major incident coordination, post-incident reviews, or recurring issue analysis is an advantage.
• Experience in an ITIL-aligned organization or a structured IT service delivery environment is preferred.
• Candidates with relevant technical support experience, strong analytical skills, and a willingness to develop their ITSM expertise are encouraged to apply. Any specific experience requirements will depend on the final level and scope of the position.

5. Working Hours

Employment type: Full-time.

Working schedule: Standard business hours, subject to operational requirements.

Work arrangement: On-site, hybrid, or remote, depending on the positions approved arrangements.

Shift requirements: Occasional evening, weekend, or rotational coverage may be required to support major incidents, critical service restoration, or global IT operations.

Incident response: The candidate may be required to participate in incident escalation procedures and scheduled on-call arrangements, where applicable.

Flexibility: Reasonable flexibility may be necessary during high-priority incidents, service restoration activities, and scheduled process reviews.

The confirmed working hours, location, shift pattern, and on-call expectations will be communicated during the recruitment process.

6. Knowledge, Skills, and Abilities

Technical Knowledge

• Understanding of ITIL concepts and IT service lifecycle practices.
• Knowledge of incident management, problem management, escalation procedures, and service restoration.
• Familiarity with service-level agreements, operational-level agreements, and service performance indicators.
• Understanding of basic IT infrastructure, networks, applications, databases, and end-user computing environments.
• Awareness of change management, configuration management, knowledge management, and service continuity principles.
• Familiarity with ITSM reporting, ticket analysis, and workflow automation concepts.

Analytical and Problem-Solving Skills

• Ability to distinguish between individual incidents and underlying recurring problems.
• Strong investigative skills and the ability to identify patterns across multiple service disruptions.
• Capability to evaluate business impact, operational risk, and resolution priorities.
• Ability to develop evidence-based recommendations and assess the effectiveness of corrective actions.
• Attention to detail when reviewing technical documentation, incident records, and performance reports.

Communication and Interpersonal Skills

• Ability to communicate technical findings in clear, understandable language.
• Confidence in coordinating discussions among multiple teams during service disruptions.
• Strong documentation, presentation, and report-writing skills.
• Ability to manage stakeholder expectations and provide timely status updates.
• Professionalism, adaptability, accountability, and a customer-focused mindset.

Organizational Abilities

• Effective time management and task prioritization.
• Ability to manage incident backlogs, follow up on outstanding actions, and meet deadlines.
• Commitment to accurate recordkeeping and consistent process execution.
• Ability to work independently while contributing effectively to a team.
• Willingness to learn new tools, technologies, and service management practices.

7. Benefits

Houston Skilled Consultancy may offer a competitive benefits package based on the employment arrangement, applicable company policies, and the final offer.

Potential benefits may include:

• Competitive salary aligned with qualifications, relevant experience, and role responsibilities.
• Opportunities for professional development and IT service management training.
• Support for relevant certifications, subject to company policy.
• Opportunities to develop expertise in ITIL, incident coordination, problem management, and operational analysis.
• Collaborative working environments that encourage knowledge sharing and continuous improvement.
• Potential hybrid or remote working flexibility, where available for the position.
• Paid leave and applicable statutory benefits in accordance with employment terms and local regulations.
• Opportunities to contribute to process improvement initiatives and broader IT service delivery projects.
• Exposure to service management tools, cross-functional teams, and operational performance improvement activities.

Specific benefits, salary, leave entitlements, and working arrangements should be confirmed with the recruitment team and documented in the employment offer.

8. Why Join Houston Skilled Consultancy?

Joining Houston Skilled Consultancy in this role offers an opportunity to contribute to reliable IT service delivery while developing valuable expertise in incident and problem management.

Make a Meaningful Operational Impact: Help reduce service disruptions, improve incident resolution, and prevent recurring technical problems that affect business productivity.

Develop Your ITSM Expertise: Build practical experience in structured service management processes, root cause analysis, performance reporting, and continuous improvement.

Collaborate Across Technical Teams: Work with professionals across IT operations, applications, infrastructure, service delivery, and business support.

Strengthen Your Analytical Skills: Use operational data and investigative techniques to identify service risks and recommend sustainable solutions.

Contribute to Continuous Improvement: Help refine processes, improve documentation, strengthen operational controls, and enhance the overall user experience.

Build Long-Term Career Opportunities: Develop a foundation for future roles in IT service management, problem management, major incident management, service delivery, IT operations, and ITSM process ownership.

Houston Skilled Consultancy welcomes professionals who demonstrate accountability, curiosity, collaboration, and a commitment to dependable technology services.