Remote Service Level & Availability Analyst

Insight Global; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading technology consultancy is looking for a Service Level & Availability Management Analyst to join their team. This fully remote role demands at least three years of experience with ITSM processes in ServiceNow, ITIL certification, and strong analytical skills. Responsibilities include monitoring service levels, ensuring availability for high priority applications, and driving service level improvements. Ideal candidates will possess excellent communication and stakeholder management skills, alongside practical experience with reporting tools such as Excel and Power BI.

Qualifications

• Minimum 3 years of experience with ITSM processes in ServiceNow.
• ITIL Foundations Certified.
• Practical knowledge of reporting tools for service level monitoring.

Responsibilities

• Support ITSM processes within ServiceNow.
• Ensure availability commitments for high priority services.
• Monitor and report on service level and operating levels.
• Identify service level challenges and improvements.
• Engage with support teams to ensure healthy service levels.

Skills

Communication

Stakeholder management

Data analysis

Meeting facilitation

Presentation skills

Education

Bachelor's degree or equivalent work experience

Tools

Excel

Power BI

ServiceNow

Job description

A leading technology consultancy is looking for a Service Level & Availability Management Analyst to join their team. This fully remote role demands at least three years of experience with ITSM processes in ServiceNow, ITIL certification, and strong analytical skills. Responsibilities include monitoring service levels, ensuring availability for high priority applications, and driving service level improvements. Ideal candidates will possess excellent communication and stakeholder management skills, alongside practical experience with reporting tools such as Excel and Power BI.