IT Service Management Analyst

eNGINE; Pittsburgh (Allegheny County); Hybrid; USD 70,000 - 100,000; Full time

Job summary

eNGINE is hiring an IT Service Management Analyst to establish and mature an enterprise-wide Service Delivery function. This role focuses on process design, ITIL best practices, and governance across IT and business teams.

The ideal candidate understands enterprise IT operations, can identify gaps, and drive improvements to ensure reliable technology services and better coordination across departments.

Qualifications

• Bachelor's degree in IT, business tech, or related field.
• At least 3 years in IT service management or IT operations.
• ITIL Foundation certification (v3 or later).
• Experience in structured ITIL/ITSM environments.
• Ability to collaborate across multiple IT and business teams.
• Strong communication, organizational, analytical, and problem-solving skills.

Responsibilities

• Establish, document, and mature enterprise-wide IT service management processes.
• Evaluate IT workflows to improve efficiency, consistency, and service quality.
• Support ITIL-based processes: change, incident, problem, and configuration management.
• Improve change control procedures, CAB activities, and risk assessments.
• Develop configuration management practices and asset documentation.
• Partner with cross-functional IT teams to standardize processes.
• Define service management policies, procedures, and governance.
• Identify improvements in technology lifecycle management and onboarding.
• Define requirements, measures, and evaluate improvements' effectiveness.
• Advance overall IT service management maturity through practical recommendations.

Skills

ITIL knowledge

Strong communication

Analytical thinking

Problem solving

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Jira Service Management

Cherwell

Halo

Job description

Location: Pittsburgh, PA | Work Model: 2 days/week on-site

About eNGINE

eNGINE builds Technical Teams. We are a Solutions and Placement firm shaped by decades of interaction with Technical professionals. Our inspiration is continuous learning and engagement with the markets we serve, the talent we represent, and the teams we build. Our Consulting Workforce is encouraged to enjoy career fulfillment in the form of challenging projects, schedule flexibility, and paid training/certifications. Successful outcomes start and finish with eNGINE.

Role Overview

eNGINE is hiring an IT Service Management Analyst to help establish and mature an enterprise-wide Service Delivery function for an established organization. This is an opportunity to help shape how technology services are managed across the business, bringing consistency, structure, and accountability to IT operational processes.

This role is focused on process design, continuous improvement, ITIL best practices, and service delivery governance rather than hands-on infrastructure administration or monitoring. The ideal candidate understands how enterprise IT organizations operate and can work across infrastructure, applications, cybersecurity, cloud, and business technology teams to develop and improve the processes that support reliable technology services.

Someone who enjoys looking at the bigger picture, identifying process gaps, and helping organizations operate more effectively will be a strong fit.

Key Responsibilities

• Help establish, document, and mature enterprise-wide IT service management processes and operational standards.
• Evaluate existing IT workflows and identify opportunities to improve efficiency, consistency, accountability, and service quality.
• Support the development and continuous improvement of ITIL-based processes, including change, incident, problem, and configuration management.
• Improve change control procedures, including change review, risk assessment, approval workflows, scheduling, and Change Advisory Board (CAB) activities.
• Help develop and maintain configuration management practices, ensuring technology assets, services, dependencies, and supporting documentation are accurately maintained.
• Partner with cross-functional IT teams to establish consistent processes and improve coordination across the organization.
• Assist with defining service management policies, procedures, documentation standards, and operational governance practices.
• Identify opportunities to improve technology lifecycle management, service onboarding, and operational readiness.
• Work with stakeholders to define process requirements, establish measurements, and evaluate the effectiveness of implemented improvements.
• Help improve the organization's overall IT service management maturity through practical recommendations and continuous improvement initiatives.

Required Qualifications

• Bachelor's degree in Information Technology, Business Technology, or a related field.
• 3+ years of experience in IT service management, IT operations, service delivery, IT governance, or a related discipline.
• ITIL Foundation certification (v3 or later).
• Experience working within a structured ITIL / ITSM environment.
• Understanding of enterprise IT operational processes, particularly change control, configuration management, incident management, and problem management.
• Experience documenting, evaluating, or improving business or IT processes.
• Ability to work across multiple technical and business teams to understand requirements and develop consistent operational practices.
• Strong communication, organizational, analytical, and problem-solving skills.

Preferred Experience

• Experience participating in or supporting a Change Advisory Board (CAB) or enterprise change management function.
• Familiarity with Configuration Management Databases (CMDB), configuration item relationships, and technology asset lifecycle management.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, Cherwell, or Halo.
• Exposure to enterprise service delivery, business technology, or IT operational governance initiatives.
• Experience developing process documentation, workflows, standards, and service management procedures.
• Familiarity with enterprise monitoring and event management concepts and how they integrate with broader ITSM processes.
• Experience supporting process improvement initiatives across infrastructure, applications, cloud, or cybersecurity teams.

Next Steps

No C2C, relocation, recruiter represented referral candidates, or sponsorship for this role. For finer details on how eNGINE can impact your career.