IT Service Management Analyst

Job Description

The Service Management Analyst supports the measurement, assurance, and continual improvement of the ABS IT Service Management function. Operating across all ITIL-aligned value streams, this role partners with the Sr Manager, Service Management to support process design, ensure adherence to defined standards, maintain performance reporting, and drive continual service improvement. The Analyst provides operational and executive visibility into service performance, maturity, and compliance.

What You Will Do:

• Support the design, documentation, and rollout of ITIL-aligned service management processes.
• Maintain and update SOPs, process documentation, and user guidance.
• Perform process adherence reviews and track corrective actions.
• Maintain the Service Management Continual Service Improvement (CSI) register.
• Design, produce, and maintain KPI dashboards and performance reporting.
• Produce monthly and quarterly service management reporting for IT leadership.
• Monitor SLA and SLO performance and identify improvement opportunities.
• Support audit preparation activities related to service management processes.
• Assist with service reviews, maturity assessments, and improvement initiatives.
• Support ITSM platform configuration and reporting (Ivanti Neurons).

What You Will Need:

Education and Experience

• Minimum 4-5 years of experience in IT Service Management or a related discipline, including experience with service management processes, reporting, or continual improvement activities.
• Required: Bachelor's degree in Information Technology, Business, or a related field, or equivalent professional experience. Preferred: IT service management or business analysis qualification.
• Required: ITIL 4 Foundation certification exam ready. Preferred: ITIL 4 Foundation

Knowledge, Skills, and Abilities

• Working knowledge of ITIL service management practices.
• Experience supporting process design, assurance, or continual improvement.
• Strong analytical and reporting skills in an ITSM environment.
• Experience with ITSM platforms and reporting tools; Ivanti preferred.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a structured governance environment.
• Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy.

Reporting Relationships:

Reports to: Sr Manager, Service Management


Notice:

This position requires access to information that is subject to control by the Export Administration Regulations and/or the International Traffic in Arms Regulations. Any offer of employment shall be contingent upon the Company's verification that the candidate is a "U.S. Person" or upon the receipt of all necessary export licenses or authorizations that may be required by U.S. export control laws. "U.S. Persons" are defined as U.S. citizens, U.S. lawful permanent residents (i.e., "green card" holders), or any individual granted protected status under the Immigration and Nationality Act (8 U.S.C. § 1324b(a)(3)), including asylees and refugees. In the event a candidate refuses or cannot otherwise provide the necessary information for the Company to determine whether such licenses may be required, or for the Company to obtain any required licenses, the Company shall maintain the exclusive right to discontinue the application process and/or withdraw any contingent offer that has been made.

About Us

We set out more than 160 years ago to promote the security of life and property at sea and preserve the natural environment. Today, we remain true to our mission and continue to support organizations facing a rapidly evolving seascape of challenging regulations and new technologies. Through it all, we are anchored by a vision and mission that help our clients find clarity in uncertain times.

ABS is a global leader in marine and offshore classification and other innovative safety, quality, and environmental services. We're at the forefront of supporting the global energy transition at sea, the application of remote and autonomous marine systems, cutting-edge technical solutions, and many more exciting advancements. Our commitment to safety, reliability, and efficiency is ever-present, guiding our clients to safer and more efficient operations.

About Our Benefits

ABS Bureau proudly offers a variety of industry-leading benefits designed to enhance the life and well-being of our employees and their families. These benefits include, but are not limited to, medical insurance (PPO and HD), dental and vision insurance, Health Savings Account (HSA), Flexible Savings Account (FSA), life insurance, accidental death and dismemberment insurance, disability leave programs, parental leave program, paid holidays, and paid vacation time. The Company provides an Employee Assistance Plan (EAP) that offers support in personal wellness, including work-life services. ABS Bureau also offers a 401K plan with a generous company match, subject to plan requirements.

Equal Opportunity

ABS Bureau is committed to the equal employment opportunity of its employees and prohibits discrimination against any employee or qualified applicant based on race, color, creed, religion, national origin, sex, gender identity, age, disability, marital status, sexual orientation, citizenship status or veteran status, or other non-work-related characteristics that may be protected under the law of the Federal Government or specific state employment laws.


Notice

ABS and Affiliated Companies (ABS) will not pay a fee to any third-party agency without a valid ABS Master Service Agreement (MSA) authorized and signed by Human Resources. Any resume, CV, application, or other forms of candidate submission provided to any employee of ABS without a valid MSA on file will be considered property of ABS, and no fee will be paid.

Other

This job description is not intended, and should not be construed, to be an all-inclusive list of responsibilities, skills, efforts or working conditions associated with the job of the incumbent. It is intended to be an accurate reflection of the principal job elements essential for making a fair decision regarding the pay structure of the job. #ogjs