[Remote] Service Management Analyst

Note: The job is a remote job and is open to candidates in USA. Dexian is a provider of staffing, IT, and workforce solutions. The Service Management Analyst III supports the Service Management Office by providing governance, reporting, analytics, and operational oversight for a Managed Service Provider. The role develops performance and contractual reporting, supports governance processes, tracks risks and commitments, and delivers data-driven insights for service management decision-making.

Responsibilities

• Measure and report realized value from the MS partnership, including operational efficiencies, automation benefits , risk reduction initiatives, and continuous improvement outcomes. Track continuous improvement commitments and support value realization scorecards and governance reporting
• Support the operation of a multitier governance model by validating SLAs and SLOs, preparing governance materials, tracking service performance trends, following upon root cause reviews, and maintaining governance documentation to ensure deliverables and obligations are met
• Support executive, management, and operational governance forums. Validate SLA, SLO, and XLA performance against contractual and operational objectives. Maintain RAID logs, action trackers, decision logs, governance records, and follow-up actions to ensure accountability and visibility across the organization
• Analyze service delivery processes to identify trends, risks, improvement opportunities, and governance gaps. Develop reporting, analysis, dashboards, executive summaries, and decision-support materials that provide leaders with visibility into service performance, contractual commitments, and business outcomes

Skills

• This position is best suited for a highly analytical professional with strong ServiceNow expertise, reporting and dashboard development experience, and the ability to translate operational data into actionable insights
• The ideal candidate demonstrates strong attention to detail, analytical thinking, problem-solving capabilities, and the ability to manage multiple priorities within a complex enterprise environment
• Experience with ServiceNow, Power BI, Excel, governance reporting, KPI development, and service performance analytics is required

Benefits

• 100% Remote

Company Overview

Dexian provides services for staffing, talent development, and consulting, with a focus on technology, finance, and project management. It was founded in 1994, and is headquartered in Mclean, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://dexian.com.

Company H1B Sponsorship

Dexian has a track record of offering H1B sponsorships, with 41 in 2026, 61 in 2025. Please note that this does not guarantee sponsorship for this specific role.