ITSM & Operations Analyst — Drive Standards & KPIs

Bloomberg; New York (NY); On-site; USD 110,000 - 150,000; Full time

Job summary

Bloomberg's Service Management Office (SMO) seeks an ITSM Specialist to define and maintain ITIL-aligned standards across the portfolio. You will partner with teams to track performance, identify gaps, and lead improvement work, ensuring governance and clear metrics.

You’ll collaborate with platform owners to enforce standards in the ITSM platform, build knowledge content, and report practice health to leadership. Bachelor’s + 5+ yrs in enterprise IT required.

Qualifications

• Bachelor’s degree or equivalent field.
• 5+ years supporting a large enterprise environment.
• 5+ years on an End User Services team.
• Strong ITIL framework knowledge and ITSM principles.
• ITIL v4 Foundations certification.
• Experience with ServiceNow or another ITSM platform.
• Experience executing and/or owning a Service Management practice.
• Ability to report on KPI/SLAs to leadership.
• Clear, effective communication with peers and leadership.
• Ownership, transparency and accountability for practices.

Responsibilities

• Support the design of ITSM practices across the portfolio.
• Establish, report on, and analyze practice health metrics (KPIs/SLAs).
• Build and maintain documentation, runbooks, and knowledge content.
• Partner with platform and tooling owners to enforce standards.
• Incorporate audit, risk, and control-evidence into practices.
• Represent ITSM practices in governance and report health to leadership.

Skills

ITIL knowledge

Stakeholder communication

Ownership & accountability

End User Services experience

Global enterprise experience

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

ITSM platforms

Job description

Bloomberg's Service Management Office (SMO) seeks an ITSM Specialist to define and maintain ITIL-aligned standards across the portfolio. You will partner with teams to track performance, identify gaps, and lead improvement work, ensuring governance and clear metrics.

You’ll collaborate with platform owners to enforce standards in the ITSM platform, build knowledge content, and report practice health to leadership. Bachelor’s + 5+ yrs in enterprise IT required.