Information Technology Service Management Manager

Job Title: Technical Analyst / IT Service Management Analyst
About the company: Our client is a management consulting firm that focuses on outcomes and measurable results. They provide unbiased perspectives to solve clients' toughest challenges through structured analysis, collaborate with clients to enable major organizational changes, mobilize cross-functional teams to launch new products, and ensure the success of our clients' investments. Working with Fortune 500 companies, they emphasize long-term relationships and actionable business outcomes.
Job Description: The Technical Analyst role will play a crucial role in supporting IT service operations for both internal staff and clients. This position demands a proactive approach to managing IT service management tasks, ensuring seamless operational flow and supporting strategic initiatives through technical expertise.
Work Schedule: Full-Time 9:00 am - 5:00 pm EST (Monday to Friday).
Responsibilities of the role: Service Asset/Configuration/Change Management: Leveraging ServiceNow and other tools to document, track, and escalate change-related activities.Incident/Problem Management: Conduct root cause analysis, post-incident reviews, coordinate technical issues, and facilitate timely resolution.Working Session Facilitation: Organize and facilitate meetings between technical teams and relevant stakeholders to address and resolve issues.Off-Hours Support: Provide support for change activities and escalations outside of normal business hours. Required Experience and Qualifications: Bachelor's degree required; Master's degree preferred.5 years of relevant experience.Experience in IT Service Management (ITIL Certification is a bonus).Comfortable dealing with a range of stakeholders, from technical specialists to management to clients.End-to-end management of incidents, including root cause analysis, post-incident reviews, raising tickets, tracking progress, and escalation.Support the customer with knowledge management and process improvement. Preferred Skills: Experience with tools like Dynatrace, Sensu, ServiceNow, and Azure DevOps is desirable.Experience working in a complex organizational structure is a plus.Tenure at MBB/Big Four preferred.Strong research capabilities and critical thinking skills.Proficient in solutions architecture.Excellent communication skills, both written and oral.Acute knowledge of emerging technologies. Language Requirements: C2-Level English proficiency.
Benefits: Compensation in USD or Local Currency according to candidate's preference.
Paid Time-Off for Banking holidays.