Service Management Analyst

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives
• Identify recurring incidents, trends, and systemic issues requiring Problem Management and coordinate follow-through
• Facilitate Root Cause Analyses and ensure complete, client-ready documentation
• Support Major Incident Management activities by coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and operational indicators
• Prepare and lead client Quarterly Business Reviews covering service performance, trends, risks, incidents, problems, and improvement initiatives
• Own and drive Service Improvement Plans and corrective-action initiatives
• Deliver timely service reporting and dashboards and translate performance data into actionable insights
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions
• Track adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements
• Create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams
• Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients

• 2–5 years of experience in service delivery, IT operations, service management, or a related operational role; equivalent demonstrated experience may be considered
• Working knowledge of ITIL practices, including Incident Management, Problem Management, Change Management, and continual service improvement
• Experience supporting Major Incident Management workflows and Root Cause Analysis documentation
• Strong analytical and reporting skills with the ability to interpret service metrics, SLAs, KPIs, trends, and performance data
• Ability to influence technical teams, drive accountability, and achieve outcomes without direct reporting authority
• Ability to communicate technical issues, service risks, and recommendations clearly to technical and non-technical stakeholders
• Strong organizational skills with the ability to manage multiple priorities, deadlines, follow-up activities, and cross-functional dependencies
• Strong written and verbal communication skills, including experience supporting client-facing communications, service reviews, or business-review materials
• Experience working with ITSM, ticketing, reporting, dashboard, or data-visualization platforms
• Strong attention to detail with the ability to produce accurate, complete, and professional incident, RCA, compliance, and service documentation
• Bachelor’s degree or equivalent relevant professional experience
• Ability to work remotely from Kyiv, Ukraine while maintaining consistent availability during the required 9:00 AM – 6:00 PM Eastern Time schedule
• Experience within a Managed Service Provider, IT services, professional services, or multi-client technology environment
• Familiarity with ConnectWise Manage or a similar IT service-management platform
• Experience supporting audit tracking, policy compliance, process governance, or control-monitoring activities
• Experience preparing or presenting Quarterly Business Reviews, client health reporting, or service-performance reviews
• Experience developing dashboards or reports using Power BI, Excel, or similar analytics tools
• Experience identifying recurring service issues and translating operational data into practical improvement initiatives
• Strong understanding of service-quality, customer-satisfaction, and continual-improvement principles
• Familiarity with globally distributed technical and operational teams

• Competitive salary
• Comprehensive benefits
• Great perks
• Professional and career development opportunities
• Equal Employment Opportunity