Service Management Practice Analyst III

The Service Management Practice Analyst III provides leadership for enterprise Incident and Change Management programs to ensure service stability and operational resilience. In this role, you will coordinate major incident responses, manage stakeholder communications during disruptions, lead post-incident reviews, and facilitate Change Advisory Board activities. You will also analyze performance metrics to drive continuous service improvement and maintain governance standards. The position requires expertise in IT operations, infrastructure or application support, and experience with ITSM platforms like ServiceNow. Key competencies include strong analytical problem-solving, the ability to influence cross-functional teams without direct authority, and effective communication skills. This role addresses critical business problems by reducing operational risk and improving service availability within a complex technical environment, ensuring that essential technology systems remain functional and reliable for all users.