Fully Remote - Service Level & Availability Management Analyst

Insight Global; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading technology consultancy is looking for a Service Level & Availability Management Analyst to join their team. This fully remote role demands at least three years of experience with ITSM processes in ServiceNow, ITIL certification, and strong analytical skills. Responsibilities include monitoring service levels, ensuring availability for high priority applications, and driving service level improvements. Ideal candidates will possess excellent communication and stakeholder management skills, alongside practical experience with reporting tools such as Excel and Power BI.

Qualifications

• Minimum 3 years of experience with ITSM processes in ServiceNow.
• ITIL Foundations Certified.
• Practical knowledge of reporting tools for service level monitoring.

Responsibilities

• Support ITSM processes within ServiceNow.
• Ensure availability commitments for high priority services.
• Monitor and report on service level and operating levels.
• Identify service level challenges and improvements.
• Engage with support teams to ensure healthy service levels.

Skills

Communication

Stakeholder management

Data analysis

Meeting facilitation

Presentation skills

Education

Bachelor's degree or equivalent work experience

Tools

Excel

Power BI

ServiceNow

Job description

Service Level & Availability Management Analyst

2 openings

Fully remote

Service Level & Availability Management Analyst

We are currently seeking an Analyst to join our Service Level and Availability Management team as part of our client's Digital Nexus technology organization.

Qualifications

• Minimum 3 years of experience using / supporting core ITSM processes within ServiceNow including Incident, Request, Change, Service Level, and Availability Management.
• Minimum: ITIL Foundations Certified - Knowledge of Incident Management processes, Business Continuity, and Data Breach Management.
• Excellent communication, stakeholder management, data analysis, meeting facilitation, and presentation skills.
• Practical knowledge of tools such as Excel, Power BI and ServiceNow Reporting to support availability monitoring and service level review preparation.
• Bachelor's degree from an accredited college/university or equivalent work experience.

Key Responsibilities

• Support service level and operating level commitments as an integrated component of ITSM processes such as incident, request, and change within the ServiceNow platform.
• Ensure availability commitments are active for high priority applications and services.
• Monitor, negotiate, enable, and report on service levels, operating levels, and application availability commitments.
• Proactively identify service level and availability challenges and opportunities
• Prepare service level and availability reviews to drive benefits and improvements.
• Engage, inform, and empower support teams and management to ensure service levels are healthy, feasible and meet the needs of both our business and customers.
• Educate, communicate, and share knowledge on service level/availability topics to increase organizational awareness; drive sustainable adoption and behavior; and contribute to a high performing culture.