IT Service Management Analyst – Service Excellence

MRO; United States; On-site; USD 74,000 - 99,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

401(k)

Job summary

MRO is seeking a Senior Analyst on the Service Excellence Team in the United States. You will build hands-on experience across Incident, Problem, and Change Management, working with Advisors to deliver reliable IT services.

The role emphasizes ITIL expertise, analytics, and a path to owning service excellence responsibilities. Key duties include triaging incidents, supporting root-cause analyses, coordinating changes, and contributing to service improvements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred (equivalent experience considered). ITIL Foundation certification is a plus, or should be obtained within the first 6 months of hire.

Responsibilities

• Support Incident Management by triaging and documenting IT service disruptions and drafting stakeholder updates.
• Assist Problem Management with data gathering and root-cause investigations, tracking preventive actions.
• Support Change Management through documentation, scheduling logistics, and post-implementation reviews.
• Monitor dashboards and incident trends to flag anomalies for senior review.
• Log and update incidents, problems, and changes in Jira Service Management.
• Contribute observations to service-improvement initiatives and help implement changes.
• Assist in assembling ITSM metrics and populating standard reports and dashboards.
• Communicate routine updates to Service Desk, Application Support, and Infrastructure teams.

Skills

Clear communication

Analytical thinking

Multitasking

ITIL knowledge

Attention to detail

Proactive mindset

AI-assisted documentation

Monitoring familiarity

Education

Bachelor's degree in CS/IT or related field

Tools

Jira Service Management

Job description

MRO is seeking a Senior Analyst on the Service Excellence Team in the United States. You will build hands-on experience across Incident, Problem, and Change Management, working with Advisors to deliver reliable IT services.

The role emphasizes ITIL expertise, analytics, and a path to owning service excellence responsibilities. Key duties include triaging incidents, supporting root-cause analyses, coordinating changes, and contributing to service improvements.