Sr. ITSM Analyst

Job Title: Senior ITSM Analyst
Contract Duration: 6 months to start (strong chance of extension or conversion to FTE if desired)

The Senior ITSM Analyst is a practitioner responsible for advancing the effectiveness, reliability and maturity of IT Service Management across the organisation. The role combines ITSM process leadership, hands-on platform support, service performance analysis and continual improvement to ensure IT services are governed consistently and aligned with business outcomes. This role will help shape and optimize ITSM practices and tooling, with a preference for strong Jira Service Management experience and practical exposure to ServiceNow. The incumbent will translate process and operational requirements into sustainable workflows, automation, reporting and user experiences, while coaching stakeholders and reducing reliance on external support.

Responsibilities:
ITSM Process Leadership & Governance:
Lead the design, governance and continual improvement of core ITSM practices, including Incident, Major Incident, Problem, Change, Service Request, Knowledge, Asset and Configuration Management.
Serve as a senior process controller and subject matter expert, monitoring process performance, compliance and adoption across IT and partner teams.
Define and maintain process standards, controls, roles, procedures and supporting documentation aligned with ITIL practices and enterprise requirements.
Participate in ITSM governance forums and contribute to the ITSM maturity roadmap and prioritized improvement backlog.
Support audit and compliance activities by ensuring appropriate controls, evidence and traceability are in place.
Jira Service Management Platform Support & Optimisation:
Support the administration, configuration and ongoing enhancement of Jira Service Management, preferably in a cloud environment.
Configure and maintain projects, portals, request types, forms, fields, workflows, queues, SLAs, notifications, approvals, permissions, automation rules, knowledge integration and dashboards.
Partner with the platform owner, implementation partners and internal teams to ensure configurations are secure, supportable, documented and aligned with approved ITSM processes.
Assess enhancement requests, platform changes and technical debt; coordinate testing, release, rollback and knowledge-transfer activities.
Apply practical ServiceNow exposure to support current-state analysis, data and process mapping, migration planning and translation of established workflows into JSM designs.
Operational Support & Service Improvement:
Monitor and analyze service performance using SLAs, KPIs, OLAs, trends and stakeholder feedback to identify improvement opportunities.
Lead or facilitate root-cause analysis for recurring issues and post-incident reviews, ensuring corrective actions are documented, assigned and followed through.
Support major incident management through coordination, communications, documentation and post-incident improvement activities.
Identify and deliver opportunities to simplify processes, improve data quality, reduce manual effort and increase self-service and automation.
Maintain a practical continual service improvement backlog and track measurable outcomes.
Reporting, Data & Integrations:
Monitor and analyse service performance using SLAs, KPIs, OLAs, trends and stakeholder feedback to identify improvement opportunities.
Lead or facilitate root-cause analysis for recurring issues and post-incident reviews, ensuring corrective actions are documented, assigned and followed through.
Support major incident management through coordination, communications, documentation and post-incident improvement activities.
Identify and deliver opportunities to simplify processes, improve data quality, reduce manual effort and increase self-service and automation.
Maintain a practical continual service improvement backlog and track measurable outcomes.
Stakeholder Engagement, Adoption & Knowledge Transfer:
Translate business and operational requirements into clear process and platform solutions, explaining choices, risks and trade-offs to technical and non-technical audiences.
Lead communications, training and adoption activities for new or changed ITSM processes and platform capabilities.
Create and maintain process guides, administration documentation, support runbooks, test scripts, knowledge articles and training materials.
Mentor ITSM analysts and platform administrators through coaching, peer review and hands-on knowledge transfer.

Qualifications:

7+ years of progressive experience in IT service management, service delivery, enterprise application support or a related discipline, including experience leading process or platform improvements in a complex environment.
Strong working knowledge of ITIL practices and demonstrated experience across at least two core ITSM processes.
Hands-on experience supporting or configuring an enterprise ITSM platform, including workflows, forms, service catalogues, SLAs, automation, dashboards and reporting.
Demonstrated ability to analyze service data, identify root causes and translate findings into practical, measurable improvements.
Experience supporting major incidents, post-incident reviews, process governance and audit or compliance requirements.
Strong analytical, facilitation, documentation, stakeholder-management and written and verbal communication skills.
Ability to manage multiple priorities, work across technical and business teams and deliver outcomes with limited supervision.
Bachelor’s degree in information technology, computer science, business systems or a related field, or an equivalent combination of education and experience.

Nice-To-Haves:

Hands-on administration, configuration or implementation experience with Jira Service Management, preferably JSM Cloud.
Exposure to ServiceNow, including familiarity with its workflows, service catalogue, CMDB, reporting or data structures.
Experience supporting a migration or transition between enterprise ITSM platforms, particularly from ServiceNow to Jira Service Management.
ITIL 4 Foundation certification; advanced ITIL practice or Managing Professional certification is an asset.
Atlassian certification relevant to Jira or Jira Service Management administration is an asset.
Experience with Confluence, JSM Assets/CMDB, Atlassian Analytics, Marketplace applications and enterprise knowledge management.
Experience with Microsoft Entra ID, Microsoft Teams, Azure DevOps, Power BI, endpoint or monitoring integrations.
Experience applying automation or AI-enabled capabilities to improve self-service, knowledge, triage, reporting or agent productivity within approved governance controls.
Experience in a regulated, audit-conscious or SOX-controlled environment.