Milestone Technologies, Inc. · 5 hours ago
Information Technology Service Management Analyst
Richardson, TX
Contract
Onsite
Senior Level
5+ years expMilestone Technologies, Inc. is seeking an ITSM Analyst to support an engineering-first, AI-augmented service delivery model by optimizing ITSM operations, automation, and analytics. The role focuses on ensuring service data is actionable, identifying automation opportunities, and continuously improving ITSM processes for efficiency and scalability.
Application Performance ManagementConsumer ElectronicsInformation Technology
Hiring Manager
Alicia Loerzel
Responsibilities
Support ITSM processes including Incident, Request, Problem, Change, Knowledge, and Asset Management
Monitor ticket quality, categorization accuracy, and lifecycle health across omnichannel support
Identify recurring issues and operational inefficiencies in collaboration with Service Desk and Engineering teams
Identify high-volume, repetitive workflows suitable for automation, GenAI deflection, and self-healing
Define requirements and success criteria for workflows, virtual agents, and ticket enrichment
Validate automation outcomes including deflection, MTTR reduction, and capacity gains
Produce operational reporting covering SLAs, backlog health, trends, and automation effectiveness
Translate data into improvement recommendations that inform roadmap prioritization
Support executive and client reporting with clear, outcome-oriented insights
Support ITSM platform governance (forms, workflows, validation rules, knowledge lifecycle)
Ensure integrations with identity, asset, endpoint, and monitoring systems produce reliable data
Enable feedback loops that prevent repeat issues and improve upstream data quality
Qualification
Required
5+ years of experience in ITSM, Service Operations, or managed services environments
Strong knowledge of ITIL practices and ITSM platforms (ServiceNow preferred)
Experience supporting automation, AI-assisted workflows, and service analytics
Company
Milestone Technologies, Inc.
Milestone Technologies is a global IT Services and Digital Solutions company based in Silicon Valley that helps hundreds of leading corporations deliver technology around the globe.
1001-5000 employees
H1B Sponsorship
Milestone Technologies, Inc. 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 (4)
2024 (4)
2022 (2)
2021 (3)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$42.5MKey Investors
H.I.G. Capital
2022-12-13Acquired
2015-08-11Private Equity· $42.5M
Leadership Team
Sameer Kishore
President and Chief Executive Officer
Mayank K Agrawal
Chief Financial Officer
Recent News
2025-10-01
Company data provided by crunchbase