ITSM & Disaster Recovery Analyst (ServiceNow)

Mapfre; Webster (MA); On-site; USD 95,000 - 123,000; Full time

Benefits offered by this job

Health coverage

Retirement plans

Paid time off

Flexible work options

Employee discounts

Job summary

Mapfre seeks an ITSM Analyst to manage and continuously improve IT Service Management processes aligned with ITIL, SRE, and disaster recovery practices. You will coordinate Incident, Problem, Change, and DR activities with limited oversight to strengthen reliability.

You will partner with technical teams, service owners, and stakeholders to reduce risk, improve MTTR, and drive corrective actions with data-driven recommendations.

Qualifications

• Experience in IT Operations and ITSM with focus on reliability.
• Proven incident, problem, and change management capabilities.
• Hands-on ServiceNow usage for ITSM workflows and metrics.

Responsibilities

• Execute ITIL-aligned Incident, Problem, and Change Management using ServiceNow.
• Lead structured Problem Management with root cause analysis and action tracking.
• Support Change governance, risk assessment, and scheduling awareness.
• Use ServiceNow data and dashboards to drive improvements in reliability and performance.
• Apply reliability practices to reduce operational toil and improve outcomes.
• Partner with engineering, operations, and platform teams to close remediation items.
• Coordinate Disaster Recovery readiness, testing, and documentation.

Skills

IT Operations

ITSM

Disaster Recovery

Incident Management

Change Management

ServiceNow Analytics

Data-Driven Decisions

Cross-Functional Collaboration

Executive Communication

Reliability Engineering Basics

Education

Associate degree or technical certification

Tools

ServiceNow

Job description

Mapfre seeks an ITSM Analyst to manage and continuously improve IT Service Management processes aligned with ITIL, SRE, and disaster recovery practices. You will coordinate Incident, Problem, Change, and DR activities with limited oversight to strengthen reliability.

You will partner with technical teams, service owners, and stakeholders to reduce risk, improve MTTR, and drive corrective actions with data-driven recommendations.