IT Service Management Analyst

Service Management Analyst

The Service Management Analyst supports the measurement, assurance, and continual improvement of the ABS IT Service Management function. Operating across all ITIL-aligned value streams, this role partners with the Sr Manager, Service Management to support process design, ensure adherence to defined standards, maintain performance reporting, and drive continual service improvement. The Analyst provides operational and executive visibility into service performance, maturity, and compliance.

What You Will Do:

• 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).

What You Will Need:

Education and Experience

• Minimum 4–5 years of experience in IT Service Management or a related discipline, including experience with service management processes, reporting, or continual improvement activities.
• Required: Bachelor's degree in Information Technology, Business, or a related field, or equivalent professional experience. Preferred: IT service management or business analysis qualification.
• Required: ITIL 4 Foundation certification exam ready. Preferred: ITIL 4 Foundation.

Knowledge, Skills, and Abilities

• Working knowledge of ITIL service management practices.
• Experience supporting process design, assurance, or continual improvement.
• Strong analytical and reporting skills in an ITSM environment.
• Experience with ITSM platforms and reporting tools; Ivanti preferred.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a structured governance environment.
• Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy.

Reporting Relationships:

Reports to: Sr Manager, Service Management

Notice:

This position requires access to information that is subject to control by the Export Administration Regulations and/or the International Traffic in Arms Regulations. Any offer of employment shall be contingent upon the Company's verification that the candidate is a "U.S. Person" or upon the receipt of all necessary export licenses or authorizations that may be required by U.S. export control laws. "U.S. Persons" are defined as U.S. citizens, U.S. lawful permanent residents (i.e., "green card" holders), or any individual granted protected status under the Immigration and Nationality Act (8 U.S.C. § 1324b(a)(3)), including asylees and refugees. In the event a candidate refuses or cannot otherwise provide the necessary information for the Company to determine whether such licenses may be required, or for the Company to obtain any required licenses, the Company shall maintain the exclusive right to discontinue the application process and/or withdraw any contingent offer that has been made.