IT Service Management & Analytics Specialist - hybrid (3 days onsite)

Job Summary:
Coordinate, govern, and continuously improve IT Service Management (ITSM) activities across critical Cyber platforms, with a focus on Incident, Problem, Change, and Service Management. This role is a key liaison across Cyber Engineering, Operations, Risk, Audit, Infrastructure, and business stakeholders to maintain operational stability, strengthen governance, improve service performance, and support regulatory and control requirements.

Beyond core service management, the role uses data, analytics, reporting, automation, and AI-enabled productivity tools to identify trends, improve operational visibility, support decision-making, and drive continuous improvement. The successful candidate combines strong ITSM knowledge with analytical thinking, stakeholder management, and the ability to drive cross-functional initiatives from analysis through execution.

Key Responsibilities:
Coordinate Incident, Problem, Change, and Service Management activities across Cyber and IAM platforms.
Monitor service performance and operational metrics to identify trends, recurring issues, control gaps, risk indicators, and improvement opportunities.
Develop and maintain dashboards, KPIs, executive reporting, and operational insights using Power BI, Excel, ServiceNow, and related reporting tools.
Analyze operational data and translate findings into clear, actionable recommendations for technical teams and senior stakeholders.
Drive and coordinate cross-functional initiatives involving Cyber Engineering, Operations, Risk, Audit, Infrastructure, and business teams.
Facilitate governance forums, service reviews, operational reviews, and management reporting processes.
Identify opportunities to improve service management processes, workflows, controls, reporting, and efficiency through automation and process optimization.
Use approved AI-enabled productivity tools to enhance research, analysis, documentation, reporting, knowledge management, and efficiency.
Apply effective AI prompting and validation techniques to improve the quality and efficiency of AI-assisted work while maintaining appropriate governance and oversight.
Support audit, regulatory, risk, and compliance activities through controls management, evidence collection, documentation, issue tracking, and reporting.
Document business and operational requirements, processes, procedures, controls, and service management standards to improve consistency and scalability.

Required Skills & Experience:
Strong knowledge of ITSM practices, including Incident, Problem, Change, and Service Management.
Experience with ServiceNow or a comparable enterprise ITSM platform.
Strong analytical and critical-thinking skills, with experience analyzing operational, service, or performance data.
Experience developing dashboards, KPIs, reports, and management-level operational insights.
Proficiency with Power BI and Excel, or comparable BI and analytics tools.
Strong project coordination, organizational, and stakeholder management skills.
Ability to work effectively across technical, risk, control, audit, and business teams.
Strong written and verbal communication skills, including presenting complex information clearly to senior stakeholders.
Ability to manage competing priorities and drive initiatives across multiple teams.
Experience with Microsoft 365 collaboration tools such as SharePoint and Teams.

Preferred Qualifications:
Experience supporting Cybersecurity, Identity & Access Management, Infrastructure, or other technology operations environments.
Experience with Snowflake, SQL, data warehousing, or other enterprise data and analytics platforms.
Familiarity with ITIL principles or ITIL certification.
Experience with operational risk, controls, audit, or regulatory processes.
Experience identifying and implementing workflow automation or process improvement opportunities.
Practical experience using enterprise AI-enabled tools (e.g., Microsoft Copilot, ChatGPT, Claude) for analysis, reporting, documentation, or productivity.
Familiarity with prompt design, AI-assisted analysis, and validation of AI-generated outputs.