ITSM Analyst

As an IT Service Management (ITSM) Analyst, you will play a vital role in supporting ITSM processes to ensure reliable and efficient technology service delivery is aligned with business objectives. The ideal candidate will have strong communication, organizational skills, problem-solving abilities, and a collaborative mindset.

In this role you will:

• Manage ITSM workflows, including request handling and service delivery coordination
• Document service activities, assess risks, and ensure compliance with governance standards
• Facilitate governance forums and operational reviews, providing insights on scheduling and dependencies
• Monitor service outcomes and conduct post-implementation reviews for improvement opportunities
• Serve as an escalation point for high-impact service disruptions, ensuring timely resolution and stakeholder communication
• Coordinate cross-functional efforts to restore services and minimize business impact
• Maintain records of service events, including diagnostics and resolutions
• Generate reports on service performance, trends, and SLA compliance
• Contribute to continuous improvement initiatives for ITSM processes and tools
• Ensure adherence to IT policies, audit requirements, and best practices, such as ITIL
• Collaborate with technology teams to align service delivery with evolving business needs

You should apply to this role if you have:

• Bachelor’s Degree in Computer Science, or related major or equivalent experience
• 1-3 years of experience in IT Service Management or related operational role
• Experience facilitating governance or operational meetings (e.g., CAB)
• Familiarity with ITSM principles and tools (e.g. JIRA)
• Strong communication, organizational, and analytical skills
• Ability to manage multiple priorities in a fast-paced environment
• Confidence in leading meetings and providing updates to stakeholders
• Proficiency in Microsoft Office applications
• Excellent time-management skills and commitment to deadlines
• Data-driven mindset with strong problem-solving abilities
• Experience with iterative and Agile delivery service approaches preferred
• Flexibility to support services outside regular business hours

What We Offer: 

• Pay Range: $70000 - $80000 / year plus corporate bonus incentive potential.  The pay range included in this posting reflects future growth / earning potential. 
• Benefits: Medical, Dental, Vision, 401(k) with company match, HSA employer contributions, Dependent Care FSA employer contribution, Paid Time Off, Personal/Sick Time, Paid Parental Leave, and more. 
• Award winning culture that keeps our company values at the heart of everything we do: We Care; We Do the Right Thing; We Strive for Excellence; We Think BIG; We Take our Work Seriously, Not Ourselves. 

We are unable to offer sponsorshop of any kind (H1b, F1, OPT, CPT, etc). Candidates MUST reside in the US.

This role may require occasional on-site work in one of our facilities in Tampa, Hartford or St. Louise.  If chosen for a final interview, an on-site interview may be required.

CareCentrix maintains a drug-free workplace. 

We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law. 

CareCentrix accepts applications on an ongoing basis until a candidate is identified. 

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