Service Excellence, Senior Analyst,

MRO; Norristown (Montgomery County); Presencial; USD 85.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, vision

Life insurance

401(k) plan

Descripción de la vacante

MRO is seeking a Senior Analyst on the Service Excellence Team to help build ITIL expertise while supporting Incident, Problem, and Change Management. You will work across teams to drive reliable IT services and participate in on-call rotations as needed.

Responsibilities include documenting disruptions, supporting root-cause investigations, and contributing to service improvements. A strong analytical mindset and collaboration are key to success.

Formación

• Bachelor's degree in CS/IT or related field; equivalent experience considered.
• ITIL Foundation certification is a plus, to be obtained within 6 months.
• 3–5 years in IT operations, service desk, or related technical support.
• Familiarity with Jira Service Management or similar ITSM tools.
• Willingness to participate in a rotating on-call schedule.

Responsabilidades

• Support Incident, Problem and Change Mgmt throughout IT services.
• Triage and document IT disruptions; draft stakeholder updates.
• Assist root-cause investigations and preventive actions.
• Prepare change documentation and coordinate scheduling.
• Monitor dashboards and incident trends; flag risks.
• Log and update incidents, problems and changes in Jira.
• Contribute to service improvement initiatives and reports.
• Communicate updates to Service Desk, Apps and Infra teams.
• Maintain accurate ITSM process documentation.

Conocimientos

ITIL

Incident Mgmt

Problem Mgmt

Change Mgmt

Jira Service Mgmt

Stakeholder Mgmt

Documentation

On-call readiness

Educación

Bachelor's in CS/IT or related

Herramientas

Jira Service Management

Descripción del empleo

At the heart of every great technology organization is a commitment to reliability, innovation, and exceptional service. As a Senior Analyst on our Service Excellence Team, you'll build hands‑on experience across Incident, Problem, and Change Management and play a valuable role in driving that mission forward.

You'll work across teams to support Incident, Problem, and Change Management practices under the guidance of the Advisor and Senior Advisor team, helping deliver stable, high-quality IT services. We're looking for someone building ITIL expertise, an analytical mindset, and a passion for growing into a service excellence career.

This role is a great foundation for a career in IT Service Management, giving you hands‑on exposure to core ITSM processes while you develop the skills and judgment to take on greater ownership over time.

Incident Management

Support the Incident Management process by helping triage and document IT service disruptions. Participate in rapid response rooms (war rooms) for critical incidents under the direction of an Advisor or Senior Advisor, and help draft stakeholder updates.

Problem Management

Assist the Problem Management process by gathering data and supporting root cause investigations led by more senior team members. Help document findings and track preventive actions to completion.

Change Management

Support the Change Management process by preparing change documentation, coordinating scheduling logistics, and helping validate post‑implementation reviews under guidance.

Proactive Incident Prevention

Monitor dashboards, alerts, and incident trends, flagging anomalies or emerging risks to senior colleagues for further investigation.

Jira Service Management

Use Jira Service Management to accurately log and update incidents, problems, and changes. Follow established workflows and elevate data‑quality issues to senior team members.

Service Improvement

Contribute observations and ideas to service improvement initiatives led by others, and help implement approved changes to processes and workflows.

Metrics Tracking and Reporting

Assist in compiling ITSM metrics and populating standard reports and dashboards under the guidance of senior team members.

Stakeholder Engagement

Communicate routine updates to Service Desk, Application Support, and Infrastructure teams, escalating more complex conversations to senior colleagues as needed.

Documentation

Maintain accurate and up‑to‑date documentation for ITSM processes, procedures, and incident/problem records.

Education

Bachelor's degree in Computer Science, Information Technology, or a related field preferred (equivalent experience considered). ITIL Foundation certification is a plus, or should be obtained within the first 6 months of hire.

Experience

• 3-5 years of experience in an IT operations, service desk, or related technical support role
• 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

Skills

• Clear communication and interpersonal skills, with a willingness to learn from senior colleagues
• Developing analytical and problem-solving abilities
• Ability to manage multiple tasks and priorities in a fast‑paced environment
• Foundational knowledge of ITIL frameworks and ITSM best practices, or eagerness to build this knowledge quickly
• Attention to detail and commitment to process adherence
• Eager, proactive mindset with a focus on learning and improving service quality
• Beginning to use artificial intelligence tools to support incident documentation and basic analysis, with guidance from senior team members
• Developing familiarity with monitoring practices and tools (e.g., Datadog) to help detect and flag service issues

Total Compensation

Base pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Salary Range

It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

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