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People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

The Service Management Analyst is responsible for supporting the service management functions and delivering Information Technology Infrastructure Library (ITIL) service operations processes of problem, change, configuration, incident, and release management.

Job Responsibilities:

• Specializing in the delivery of one of the processes or providing management and coordination across multiple processes
• Ensuring client satisfaction and managing risk to services including Change Management, Release Management, Problem Management, Incident Management or Major Incident Management, and Configuration Management
• Identifying, logging, monitoring and escalating issues or outages, and ensuring timely assignment to meet Service Level Agreement (SLA)
• Preventing the occurrence of incidents or problems via the identification, and investigation of client Service Management issues
• Delivering appropriate and effective communications to different stakeholders including third party vendor on issue escalation and resolution at all stages