RS · 2 days ago
ITSM Operations Analyst
United States
Full-time
Remote
Senior LevelRS Group is seeking a skilled ITSM Operations Lead to join our dynamic team. This role is pivotal in managing and coordinating ITIL-aligned service operations, ensuring high-quality support for business-critical systems across a global organization.
Wholesale
Responsibilities
Champion ITIL processes across Incident, Problem, Change, and Request Management
Lead resolution efforts for Priority 1 and 2 incidents and manage P3 tickets to ensure timely service restoration
Conduct post-incident reviews and document lessons learned for future prevention
Track and manage problem actions, ensuring sign-off by service owners
Build strong relationships with third-party support partners and internal resolver groups
Drive continuous improvement initiatives across service operations
Prepare and present service performance reports, including SLA/KPI tracking and trend analysis
Assess non-standard requests and participate in CAB meetings to evaluate changes for business impact and risk
Ensure all changes follow formal change control processes, including emergency changes and post-implementation reviews
Monitor and communicate the Forward Schedule of Change (FSC) to stakeholders
Support onboarding of new services and companies into the ITSM ecosystem
Act as a key escalation point for service-related issues
Drive resolution of aged tickets across resolver groups, ensuring accountability and timely closure
Attend monthly governance meetings with MSPs to review metrics and performance trends
Provide out-of-hours Major Incident Management coverage and occasionally step into Duty Management
Coach and mentor analysts on ITIL processes and maintain knowledge across all ITIL domains
Qualification
Required
Proven experience in IT Operations or Service Support roles within a global or regional business
Strong working knowledge of ITIL v4 frameworks and their practical application
Experience managing SLAs, KPIs, and service improvement initiatives
Excellent communication and stakeholder engagement skills
Ability to stay composed and focused during major incidents
Analytical mindset with strong problem-solving skills and a proactive approach
Preferred
ITIL Practitioner or ITIL v3 Expert certification
Hands-on experience with ServiceNow or similar ITSM platforms
Familiarity with Agile and Waterfall project methodologies
Exposure to enterprise business systems and infrastructure environments
Benefits
Annual performance bonus
Enhanced maternity and paternity leave
Private healthcare
Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome
Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery, and gender confirmation surgery
Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.
Company
We are a high-service global product and service solutions provider for industrial customers, enabling them to operate efficiently and sustainably.
Founded in 1937
5001-10000 employees
H1B Sponsorship
RS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (1)
2022 (2)
Funding
Current Stage
Late StageLeadership Team
Barbara Oelschläger
HR Business Partner DACH
Recent News
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