IT Service Management (ITSM) Analyst - Incident Management

NTT DATA, Inc.; Louisville (KY); Remote; USD 52,000 - 61,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k plan

Job summary

NTT DATA is seeking a Senior Incident Management Systems Analyst to mature our Incident Management Practice in Louisville, KY (US). The role focuses on reducing incident frequency and impact through ITIL v4-aligned design, automation, and platform solutions, primarily leveraging ServiceNow.

The ideal candidate brings 8+ years in IT operations or service management, strong process design skills, and the ability to drive cross-team improvements.

Qualifications

• Bachelor's degree or equivalent experience.
• 8+ years of experience in IT operations, service management, or systems/process analysis.
• 6+ years of experience leading Incident Management process improvements.
• 6+ years of experience with ITIL v4 Incident Management and related practices.
• 6+ years of experience demonstrating automation of operational processes.

Responsibilities

• Design and implement improvements across the full Incident Management lifecycle aligned to ITIL v4.
• Improve incident coordination and communication using Service Operations Workspace, Statuspage, Zoom, and Microsoft Teams.
• Identify and eliminate manual or inefficient Incident Management activities through automation.
• Drive standardization and governance of Incident Management practices across IT.
• Translate process and policy requirements into enabling platform solutions (primarily ServiceNow).

Skills

ITIL v4

Incident Management

Automation

Stakeholder influence

Process improvement

Education

Bachelor's degree

Tools

ServiceNow

Job description

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

We are currently seeking a ITSS-System Analyst to join our team in Louisville, Kentucky (US-KY), United States (US).

Description

We are seeking a Senior Incident Management Systems Analyst to support the evolution and maturity of our Incident Management Practice. This role is responsible for improving Incident Management processes, automating manual activities, and driving strategies that reduce incident frequency and impact across IT. The ideal candidate brings deep experience in ITIL v4 Incident Management, strong process design and analytical skills, and the ability to translate improvement strategy into practical, scalable solutions. While ServiceNow and supporting tools are key enablers, the primary focus of this role is process effectiveness, operational efficiency, and measurable improvement outcomes.

Key Responsibilities

• Design and implement improvements across the full Incident Management lifecycle aligned to ITIL v4.
• Improve incident coordination and communication implementing Service Operations Workspace, Statuspage, Zoom, and Microsoft Teams.
• Identify and eliminate manual or inefficient Incident Management activities through automation.
• Drive standardization and governance of Incident Management practices across IT.
• Translate process and policy requirements into enabling platform solutions (primarily ServiceNow).

Required Qualifications

• Bachelor's degree or equivalent experience.
• 8+ years of experience in IT operations, service management, or systems/process analysis.
• Proven experience leading Incident Management process improvements - 6+ years of experience
• Strong knowledge of ITIL v4 Incident Management and related practices - 6+ years of experience
• Demonstrated success automating operational processes - 6+ years of experience
• Ability to work independently and influence across teams - 6+ years of experience

Preferred Qualifications

• ITIL v4 certification.
• Six Sigma or continuous improvement training.
• Hands-on experience with ServiceNow Incident Management.
• Experience with incident communication and collaboration tooling.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this remote role is $38-$44.44/hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position is eligible for company benefits including participation in medical, dental, and vision insurance, flexible spending or health savings account, and AD&D insurance, employee assistance, participation in a 401k program, and additional voluntary or legally-required benefits.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.