IT Service Management Analyst — Process Excellence & ITIL

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

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.