IT Service Management Analyst

Job description

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...