Senior IT Business Analyst - IT Service Management

Senior Analyst – IT Operations & Workforce Analytics

Location: Remote

Pay Rate: $68–$75/hour

Travel: Periodic travel may be required

Overview

We are seeking a senior-level analyst to support a strategic IT operations initiative focused on understanding how technology teams spend their time, where resources are being utilized, and how operational data can be improved to support better decision-making.

This is not simply a reporting role. The person will help determine what the existing data can tell us, identify where information is missing or unreliable, and define what should be captured going forward. The goal is to create better visibility into IT labor, workload, and operational activity while establishing a foundation for ongoing process improvement.

What You’ll Be Doing

• Evaluate existing IT operational and workforce data to determine what is usable, what is missing, and where gaps exist.
• Analyze work occurring both inside and outside formal ticketing or ITSM systems.
• Translate business questions into measurable data requirements and analytical approaches.
• Help establish meaningful categories, fields, and data structures for tracking IT activity and effort.
• Partner with IT stakeholders and platform owners to improve how operational information is captured.
• Recommend reporting, dashboards, and metrics that provide meaningful visibility into workload, labor utilization, and operational performance.
• Conduct discovery with IT teams to understand how work is actually performed across different teams and locations.
• Analyze resource utilization and identify trends, inefficiencies, process gaps, and opportunities for improvement.
• Develop insights and recommendations that can be used by IT leadership to make operational and resource decisions.
• Present findings and recommendations to senior IT stakeholders.

What We’re Looking For

• Senior-level Business Analyst, IT Analyst, Operations Analyst, or similar experience within a complex IT environment.
• Strong analytical problem-solving skills, particularly in situations where available data is incomplete, inconsistent, or was not originally designed for the analysis being performed.
• Experience defining what data is needed to answer a business question rather than simply reporting on existing metrics.
• Experience analyzing IT operational, service management, ticketing, workforce, or labor-related data.
• Familiarity with ITSM or ticketing platforms such as ServiceNow, Freshservice, TeamDynamix, or comparable systems. Platform administration experience is not required.
• Ability to develop practical baselines and recommendations when historical data is limited.
• Working knowledge of IT service management and ITIL concepts.
• Strong stakeholder management, communication, and presentation skills.
• Ability to work across technical and business teams and gather information from multiple subject-matter experts.
• Comfortable presenting analysis and recommendations to senior leadership.
• Ability to travel periodically for discovery and stakeholder meetings.

Ideal Background

The strongest candidate will have worked on ambiguous analytical problems where the data was not already clean or structured. They should be comfortable starting with a business question, determining what information is needed to answer it, gathering or defining that information, analyzing it, and turning the findings into actionable recommendations.

This role is best suited for someone who enjoys building the analytical foundation—not someone who needs a mature reporting environment, established KPIs, and clean datasets already in place.