Senior ITSM Analyst — Incident, Change & Service Improvement

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

Benefits offered by this job

Annual Bonus

Medical Insurance

401(k) Plan

Job summary

MRO Corporation in the United States is seeking a Senior Analyst on our Service Excellence Team to gain hands-on experience across Incident, Problem, and Change Management and to contribute to reliable IT services. This role supports ITIL practices, drives data-driven improvements, and collaborates with cross-functional teams to deliver high-quality IT services.

You will log and track ITSM records in Jira Service Management, assist in proactive monitoring, and participate in on-call activities.

Qualifications

• 3–5 years of experience in IT operations, service desk, or related technical support.
• Exposure to Incident, Problem, or Change Management processes is a plus but not required.
• Familiarity with Jira Service Management or similar ITSM tools is a plus.
• Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside of normal business hours when required.
• ITIL Foundation certification is a plus, or should be obtained within the first 6 months of hire.

Responsibilities

• Triage and document IT service disruptions in Incident Management.
• Assist root cause investigations and document findings in Problem Management.
• Prepare change documentation and coordinate scheduling for Change Management.
• Monitor dashboards and incident trends to flag anomalies for senior colleagues.
• Use Jira Service Management to log and update incidents, problems, and changes.
• Contribute observations to service improvement initiatives and implement approved changes.
• Compile ITSM metrics and populate standard reports and dashboards.
• Communicate routine updates to Service Desk, Application Support, and Infrastructure teams.

Skills

Incident Management

Problem Management

Change Management

Jira Service Management

ITIL Knowledge

Analytical Thinking

Communication Skills

On-call Readiness

Education

Bachelor’s degree in Computer Science, Information Technology, or a related field

Tools

Datadog

Job description

MRO Corporation in the United States is seeking a Senior Analyst on our Service Excellence Team to gain hands-on experience across Incident, Problem, and Change Management and to contribute to reliable IT services. This role supports ITIL practices, drives data-driven improvements, and collaborates with cross-functional teams to deliver high-quality IT services.

You will log and track ITSM records in Jira Service Management, assist in proactive monitoring, and participate in on-call activities.