[Remote] Senior Analyst, Service Excellence

Note: The job is a remote job and is open to candidates in USA. MRO is hiring a Senior Analyst on its Service Excellence Team to support Incident, Problem, and Change Management practices. The role helps maintain stable IT services through incident response, root-cause investigation support, change coordination, monitoring, reporting, documentation, and service improvement.

Responsibilities

• Support the Incident Management process by helping triage and document IT service disruptions. Participate in rapid response rooms (war rooms) for critical incidents under the direction of an Advisor or Senior Advisor, and help draft stakeholder updates
• Assist the Problem Management process by gathering data and supporting root cause investigations led by more senior team members. Help document findings and track preventive actions to completion
• Support the Change Management process by preparing change documentation, coordinating scheduling logistics, and helping validate post-implementation reviews under guidance
• Monitor dashboards, alerts, and incident trends, flagging anomalies or emerging risks to senior colleagues for further investigation
• Use Jira Service Management to accurately log and update incidents, problems, and changes. Follow established workflows and escalate data-quality issues to senior team members
• Contribute observations and ideas to service improvement initiatives led by others, and help implement approved changes to processes and workflows
• Assist in compiling ITSM metrics and populating standard reports and dashboards under the guidance of senior team members
• Communicate routine updates to Service Desk, Application Support, and Infrastructure teams, escalating more complex conversations to senior colleagues as needed
• Maintain accurate and up-to-date documentation for ITSM processes, procedures, and incident/problem records

Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred (equivalent experience considered)
• 3–5 years of experience in an IT operations, service desk, or related technical support role
• Clear communication and interpersonal skills, with a willingness to learn from senior colleagues
• Developing analytical and problem-solving abilities
• Foundational knowledge of ITIL frameworks and ITSM best practices, or eagerness to build this knowledge quickly
• Attention to detail and commitment to process adherence
• Beginning to use artificial intelligence tools to support incident documentation and basic analysis, with guidance from senior team members
• Developing familiarity with monitoring practices and tools (e.g., Datadog) to help detect and flag service issues
• ITIL Foundation certification is a plus, or should be obtained within the first 6 months of hire
• Exposure to Incident, Problem, or Change Management processes is a plus but not required
• Familiarity with Jira Service Management or similar ITSM tools is a plus

Benefits

• Eligible employees may also receive an annual cash bonus
• Medical, dental, vision, and life insurance
• A 401(k) plan
• Remote work

Company Overview

Company H1B Sponsorship