Senior ITSM Analyst

Moorings Park is seeking a detail-oriented and process-driven Senior ITSM Analyst to lead the design and continuous improvement of IT Service Management (ITSM) processes. This role is responsible for ensuring technology services are reliable, efficient, and well-governed by translating business needs into practical, actionable processes. The Senior ITSM Analyst works closely with the CIO, IT team, and business stakeholders to drive ITIL-based process maturity, improve service delivery, and support a high-quality experience for both residents and partners.

• Lead and mature ITSM processes including Change Management, Application Portfolio Management, and Disaster Recovery
• Analyze processes and implement improvements to enhance service delivery and operational efficiency
• Develop dashboards, metrics, and reporting to provide visibility into IT service performance
• Support ITSM tools and process enablement (e.g., ServiceNow or similar platforms)
• Coordinate with vendors and stakeholders to ensure effective service delivery
• Facilitate cross-functional collaboration, workshops, and process adoption

• Bachelor's degree in IT, Business, or related field (or equivalent experience)
• 4-8 years of experience in IT operations, service management, or process improvement
• Strong knowledge of ITIL 4 frameworks (ITIL certification preferred/required)
• Experience with Microsoft 365 and ITSM tools (e.g., ServiceNow)
• Strong analytical, facilitation, and communication skills
• Healthcare or senior living experience preferred

• FREE health and dental insurance
• FREE Telemedicine for medical and behavioral health
• Vision insurance, company paid life insurance and short-term disability.
• Generous PTO program
• HSA with employer contribution
• Retirement plan with employer match
• Tuition reimbursement program
• Wellness program with free access to on-site gym
• Corporate discounts
• Employee assistance program
• Caring executive leadership