Senior ITSM Analyst — Service Reliability & Transformation

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

Job summary

MRO is seeking a Senior Analyst to join our Service Excellence Team in the United States. You will help strengthen Incident, Problem, and Change Management, uncover improvement opportunities, and deliver stable IT services for employees and customers.

You will collaborate across IT and product teams, apply ITIL practices, and use Jira Service Management to track work, report on metrics, and drive service stability and quality improvements.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• ITIL Foundation certification preferred.
• 5+ years in IT Service Management or related IT operations roles.
• Hands-on with Incident, Problem, and Change Management.
• Experience with Jira Service Management or similar ITSM tools.
• Willingness to participate in rotating on-call schedule.
• Strong communication and analytical skills.

Responsibilities

• Support Incident Management to ensure timely resolution and communications.
• Lead Root Cause investigations in Problem Management.
• Assist Change Management with assessments, docs, scheduling, and reviews.
• Monitor incidents to identify proactive prevention opportunities.
• Use Jira Service Management to track incidents, problems, and changes.
• Support continuous service improvement initiatives and metrics.
• Prepare regular ITSM reports and dashboards.
• Collaborate with Service Desk, Applications, Infrastructure, and Product teams.
• Maintain accurate documentation for ITSM processes and records.

Skills

Strong communication

Interpersonal skills

Analytical abilities

Problem solving

Multi-tasking

Proactive mindset

AI tooling usage

Impact orientation

Education

Bachelor's degree in Computer Science/IT or related field

ITIL Foundation certification

Tools

Jira Service Management

Job description

MRO is seeking a Senior Analyst to join our Service Excellence Team in the United States. You will help strengthen Incident, Problem, and Change Management, uncover improvement opportunities, and deliver stable IT services for employees and customers.

You will collaborate across IT and product teams, apply ITIL practices, and use Jira Service Management to track work, report on metrics, and drive service stability and quality improvements.