IT Service Management Analyst

Trident Consulting; Rosemead (CA); Hybrid; USD 47,000 - 66,000; Full time

Job summary

Trident Consulting is seeking an IT Service Management Analyst for a 16+ month contract in Rosemead, CA (Hybrid-Tue & Wed). The role focuses on IT service management, project coordination, and service delivery oversight. You will work with vendors and internal teams to ensure timely delivery and issue resolution.

Ideal candidates will have strong communication, planning, and organizational skills, plus experience coordinating multiple workstreams. This is not a hands-on technical role.

Qualifications

• We are seeking a candidate with 1–3 years of IT project/ service management or program coordination experience.
• Strong project management and coordination skills across multiple workstreams and vendors.
• Proven ability to track milestones, manage queues, and report progress to leadership.

Responsibilities

• Oversee day-to-day IT service delivery and MSP performance to meet business needs.
• Monitor service levels and operational health across multiple vendors and teams.
• Coordinate projects, enhancements, and operational activities with stakeholders.
• Track resources, timelines, and deliverables; drive issue resolution and escalation as needed.
• Prepare status reports and metrics for IT leadership and business partners.

Skills

IT project management

Service management

Coordination across teams

Vendor/MSP coordination

Communication

Organization

Problem solving

Education

Bachelor's degree

Tools

Power BI

Job description

Trident Consulting is seeking a " IT Service Management Analyst” for one of our clients in " Rosemead, CA (Hybrid-Tue & Wed)” A global leader in business and technology services.

Please find additional details about the role below.

Title: IT Service Management Analyst

Location: Rosemead, CA (Hybrid-Tue & Wed)

Type of Hire: Contract

Duration: 16+ Months

Pay rate: $41/hr on W2 (All Inclusive)

Job Description

We are seeking an IT Service Management & Project Coordinator to oversee IT service delivery, manage MSP performance, coordinate projects and enhancement requests, and ensure effective resolution of operational issues.

This role is primarily focused on Service Management, Project/Program Coordination, and Service Delivery Oversight. The ideal candidate will have strong project management discipline, excellent communication and organizational skills, and the ability to coordinate multiple workstreams across business teams, vendors, and technical teams.

The position requires someone who can independently manage priorities, track deliverables, monitor service performance, drive issue resolution, and ensure work is completed successfully. This is a coordination and oversight role, not a hands-on technical position.

Key Responsibilities

• Oversee day-to-day IT service delivery and ensure MSPs meet established service expectations and business requirements.
• Monitor MSP/vendor performance, service levels, operational health, and overall delivery commitments.
• Coordinate multiple projects, workstreams, enhancement requests, and operational activities across business, vendor, and development teams.
• Manage enhancement requests and smaller initiatives (mini projects), tracking scope, timelines, resources, milestones, and deliverables.
• Drive resolution of operational and application-related issues by coordinating with the appropriate technical teams and vendors.
• Monitor service requests, work queues, outstanding issues, and enhancement backlogs to ensure timely completion.
• Identify recurring issues, service delivery trends, and potential risks, and recommend appropriate corrective actions.
• Prepare and present regular status reports, project updates, service performance metrics, and operational health reports to business and IT leadership.
• Track contracted MSP hours, resource capacity, enhancement effort consumption, and project resource utilization.
• Coordinate with internal stakeholders, vendors, and development teams to ensure alignment on priorities, deliverables, and expectations.
• Ensure adherence to established IT service management processes, operational standards, and compliance requirements.
• Support continuous improvement initiatives to enhance service delivery, operational efficiency, and overall performance.
• Manage competing priorities independently, exercise sound judgment, and maintain strong follow-through and accountability.

Required Skills & Qualifications

• 1–3 years of relevant experience in IT Project Management, Service Management, Service Delivery, or Program Coordination.
• Strong project management and coordination skills, with the ability to manage multiple workstreams simultaneously.
• Experience coordinating vendors, MSPs, business stakeholders, and technical teams.
• Understanding of IT service delivery, operational support processes, and issue management.
• Ability to track project milestones, enhancement requests, work queues, resources, and deliverables.
• Strong communication, organizational, analytical, and problem-solving skills.
• Experience preparing status reports, tracking performance metrics, and monitoring operational health.
• Ability to drive issue resolution through cross-functional teams without directly performing technical work.
• Ability to work independently, adapt to changing priorities, and ensure timely completion of deliverables.

Preferred Skills & Qualifications

• Experience in the utility industry or other highly regulated environments.
• Experience with Power BI for reporting, dashboards, and performance monitoring.
• Familiarity with BMC Helix (Remedy) or similar IT service management and ticketing platforms.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and Teams.
• Basic familiarity with SAP IS-U (Industry Solution for Utilities) or other utility-related business systems.
• Bachelor's degree in Business, Management, Engineering, or a related field, or an equivalent combination of education, training, and experience.

About Trident Consulting

Trident Consulting is an award-winning staffing and consulting firm headquartered in San Ramon, CA. Since 2005, we’ve partnered with Fortune 500 and high-growth companies to deliver high-quality talent across technology, engineering, business operations, and professional services.

We specialize in contract, contract-to-hire, and direct hire placements, supporting roles across IT, data & analytics, cloud, cybersecurity, finance & accounting, HR, operations, and more. With a strong focus on hard-to-fill and niche positions, our global recruiting engine enables us to deliver speed, quality, and scale.