Note: The job is a remote job and is open to candidates in USA. MRO is seeking a Senior Analyst to join its Service Excellence Team and help strengthen IT service reliability, innovation, and delivery. The role supports Incident, Problem, and Change Management, analyzes operational trends, leads root cause investigations, contributes to service improvement, and helps ensure effective stakeholder communication and reporting.
Responsibilities
- Support the Incident Management process to ensure timely resolution of IT service disruptions. Lead rapid response rooms (war rooms) for critical business‑impacting incidents, drive incidents through to resolution, and ensure timely, accurate, and consistent communications with all relevant stakeholders
- Actively drive the Problem Management process by identifying root causes of major service disruptions. Lead investigations, perform root cause analysis, and implement preventive actions to reduce repeat incidents and improve service stability
- Support the Change Management process by assisting with change assessments, documentation, scheduling, and post-implementation reviews to minimize risk and service disruption
- Monitor trends, alerts, and incident data to identify potential issues early. Contribute to preventive actions and risk mitigation efforts in collaboration with other IT teams
- Use Jira Service Management to track and manage incidents, problems, and changes. Assist with maintaining workflows and ensuring accurate ticket documentation and data quality
- Contribute to continuous service improvement initiatives by analyzing service performance metrics, identifying improvement opportunities, and supporting the implementation of best practices
- Assist in tracking ITSM metrics and KPIs. Help prepare regular reports and dashboards that provide insights into service performance and trends
- Work collaboratively with Service Desk, Application Support, Infrastructure, Engineering and Product business teams to support ITSM processes and ensure clear, consistent communication
- Maintain accurate and up-to-date documentation for ITSM processes, procedures, and incident/problem records
Skills
- Bachelor's degree in Computer Science, Information Technology, or a related field required
- At least 5 years of experience in IT Service Management or related IT operations roles
- Hands-on experience with Incident, Problem, and Change Management processes
- Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside of normal business hours when required
- Strong communication and interpersonal skills
- Solid analytical and problem-solving abilities
- Ability to manage multiple tasks and priorities in a fast-paced environment
- Working knowledge of ITIL frameworks and ITSM best practices
- Attention to detail and commitment to process adherence
- Proactive mindset focused on service quality and risk reduction
- Experience leveraging AI tools (e.g., Microsoft Copilot, Claude) to improve productivity and service delivery
- Ability to Make an Impact: Motivated by contributing to service stability, customer satisfaction, and organizational success
- ITIL Foundation certification preferred
- Experience with Jira Service Management or similar ITSM tools preferred
Benefits
- Annual cash bonus
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) plan
- Remote work arrangement
Company Overview
Company H1B Sponsorship