IT Service Management Analyst

The Service Management Analyst supports the measurement, assurance, and continual improvement of the ABS IT Service Management function. The role operates across all ITIL-aligned value streams, partnering with the Sr Manager, Service Management to support process design, adherence to defined standards, performance reporting, and continual service improvement.

Requirements

• Support the design, documentation, and rollout of ITIL-aligned service management processes.
• Maintain and update SOPs, process documentation, and user guidance.
• Perform process adherence reviews and track corrective actions.
• Maintain the Service Management Continual Service Improvement (CSI) register.
• Design, produce, and maintain KPI dashboards and performance reporting.
• Produce monthly and quarterly service management reporting for IT leadership.
• Monitor SLA and SLO performance and identify improvement opportunities.
• Support audit preparation activities related to service management processes.
• Assist with service reviews, maturity assessments, and improvement initiatives.
• Support ITSM platform configuration and reporting (Ivanti Neurons).

Benefits

• Medical insurance (PPO and HD)
• Dental and vision insurance
• Health Savings Account (HSA)
• Flexible Savings Account (FSA)
• Life insurance
• Accidental death and dismemberment insurance
• Disability leave programs
• Parental leave program
• Paid holidays
• Paid vacation time
• Employee Assistance Plan (EAP)
• 401K plan with a generous company match