Service Management Practice Analyst III

Jack Henry & Associates, Inc.; Louisville (KY); Remote; USD 80,000 - 110,000; Full time

Job summary

Jack Henry & Associates, Inc. is seeking a Service Management Analyst III to lead enterprise Incident and Change Management programs, ensuring governance, stability, and resilience. This remote role requires proximity to Allen, TX or Louisville, KY offices and coordination across technical and business teams.

You will drive incident response, change reviews, executive communications, and continuous service improvements while mentoring colleagues and advancing service management maturity.

Qualifications

• 2 years of experience in IT operations, service management, infrastructure or application support.
• 2 years of experience with ITSM platforms and processes, including ServiceNow or similar tools.
• Experience coordinating cross-functional teams during incidents, outages, or service disruptions.
• Strong analytical, problem-solving, organizational, and communication skills.
• Ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Ability to influence outcomes and drive accountability across teams without direct authority.
• Ability to participate in on-call rotations and support critical incidents outside normal business hours.

Responsibilities

• Lead and coordinate the response to all incidents, ensuring timely restoration of critical business services and technology systems.
• Assess incident impact, risk, and urgency to determine appropriate escalation and communication strategies.
• Facilitate incident bridge calls and drive accountability across technical teams, vendors, and stakeholders.
• Manage stakeholder communications during service disruptions and high-impact events.
• Support and execute Incident and Change Management processes, standards, and governance activities.
• Lead post-incident reviews and ensure corrective actions are documented, tracked, and completed.
• Analyze KPIs, trends, and operational metrics to identify service improvement opportunities.
• Maintain and enhance process documentation, playbooks, and service management procedures.
• Partner with Service Owners, Product Teams, and Business Leaders to improve service management maturity and operational effectiveness.
• Provide guidance and mentoring to team members and serve as a subject matter expert for Incident and Change Management practices.
• Lead Change Advisory Board activities, including agenda management, risk evaluation, and facilitation of change review discussions.
• Assess and challenge proposed changes to ensure appropriate risk mitigation, implementation planning, testing, backout procedures, and stakeholder readiness.
• Monitor change performance and compliance, identifying trends and recommending process improvements to reduce service disruption and operational risk.
• Drive continuous service improvement initiatives through analysis of incident, problem, and change management trends.
• Develop and maintain service management standards, policies, procedures, and governance controls aligned with organizational objectives and industry best practices.
• Identify opportunities to increase operational efficiency through automation, process optimization, and enhanced service management capabilities.

Skills

Analytical skills

Problem solving

Organizational skills

Communication skills

Education

Bachelor’s degree in IT

Tools

ServiceNow

ITSM platforms

Job description

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JobID

17423

Team

Information Technology

Working Time

Full-Time

Position Type

Regular

Travel Requirements

5%

Workplace Type

Hybrid

Preferred Location

Louisville, KY

Additional Locations

Description & Requirements

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At Jack Henry, we’re more than a technology company, we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we’d love to meet you.

The Service Management Analyst III provides leadership for enterprise Incident and Change Management programs, ensuring effective governance, service stability, and operational resilience. This role coordinates major incident response efforts, oversees change review and approval processes, facilitates executive and stakeholder communications, analyzes operational trends and performance metrics, and drives continuous service improvement initiatives. As a trusted advisor and subject matter expert, the analyst collaborates across technical and business teams to reduce operational risk, improve service availability, and advance organizational service management maturity.

This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX or Louisville, KY.

All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

What you’ll be responsible for:

• Lead and coordinate the response to all incidents, ensuring timely restoration of critical business services and technology systems.
• Assess incident impact, risk, and urgency to determine appropriate escalation and communication strategies.
• Facilitate incident bridge calls and drive accountability across technical teams, vendors, and stakeholders.
• Manage stakeholder communications during service disruptions and high-impact events.
• Support and execute Incident and Change Management processes, standards, and governance activities.
• Lead post-incident reviews and ensure corrective actions are documented, tracked, and completed.
• Analyze KPIs (Key Performance Indicators), trends, and operational metrics to identify service improvement opportunities.
• Maintain and enhance process documentation, playbooks, and service management procedures.
• Partner with Service Owners, Product Teams, and Business Leaders to improve service management maturity and operational effectiveness.
• Provide guidance and mentoring to team members and serve as a subject matter expert for Incident and Change Management practices.
• Lead Change Advisory Board (CAB) activities, including agenda management, risk evaluation, and facilitation of change review discussions.
• Assess and challenge proposed changes to ensure appropriate risk mitigation, implementation planning, testing, backout procedures, and stakeholder readiness.
• Monitor change performance and compliance, identifying trends and recommending process improvements to reduce service disruption and operational risk.
• Drive continuous service improvement initiatives through analysis of incident, problem, and change management trends.
• Develop and maintain service management standards, policies, procedures, and governance controls aligned with organizational objectives and industry best practices.
• Identify opportunities to increase operational efficiency through automation, process optimization, and enhanced service management capabilities.
• May perform other job duties as assigned.

What you’ll need to have:

• 2 years of experience in IT operations, service management, infrastructure or application support.
• 2 years of experience with ITSM (Information Technology Service Management) platforms and processes, including ServiceNow or similar tools.
• Experience coordinating cross-functional teams during incidents, outages, or service disruptions.
• Strong analytical, problem-solving, organizational, and communication skills.
• Ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Ability to influence outcomes and drive accountability across teams without direct authority.
• Ability to participate in on-call rotations and support critical incidents outside normal business hours.

What would be nice for you to have:

• Bachelor’s degree in an IT-related field.
• ITIL Foundation or other ITSM-related certifications.
• Knowledge of Incident, Change, Problem, and Service Management best practices.
• Experience supporting continuous improvement initiatives and operational governance programs.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We’re looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

Why Jack Henry?

At Jack Henry, we live by the motto: “Do the right thing, do whatever it takes, and have fun.” It’s more than a tagline, it’s the foundation of our culture. We recognize that our associates are the key to our success, and we’re deeply committed to their wellbeing. That’s why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally.

We’re also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of accountholders.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It’s this shared commitment that drives our success. We’re proud to foster an environment where inclusion, sustainability, and community impact are more than values, they’re how we operate. Visit our Corporate Sustainability site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.