• Service Management Analyst, Senior

    CTG (Nashville, TN)


    Position Summary

    The Service Management Analyst, Senior, supports the Service Management Team Lead in overseeing the lifecycle of incidents and service requests within Field Services operations. This role is responsible for advanced analysis, process improvement, and ensuring high-quality service delivery. The Senior Analyst acts as a subject matter expert, collaborating with team members and stakeholders to resolve complex issues and drive operational excellence.

    Key Responsibilities

    + Serve as an escalation point for complex incidents and service requests, ensuring timely and effective resolution in line with SLAs.

    + Analyze incident and request data to identify trends, root causes, and opportunities for process improvement.

    + Collaborate with the Team Lead to develop, document, and refine incident/request management procedures, ensuring alignment with ITIL and best practices.

    + Support the onboarding and training of new team members, sharing expertise and promoting a culture of continuous learning.

    + Generate detailed reports on service metrics, performance, and quality, providing insights and recommendations to the Team Lead and leadership.

    + Coordinate with Field Services and cross-functional teams to resolve tickets, escalate issues, and implement corrective actions.

    + Participate in process optimization initiatives, leveraging data and feedback to enhance service delivery and customer satisfaction.

    + Communicate effectively with clients, vendors, and internal stakeholders regarding ticket status, escalations, and service improvements.

    + Ensure compliance with organizational policies, regulatory requirements, and security standards.

    Required Skills and Qualifications

    + 3+ years of experience in IT service management, desktop support, or a related field.

    + Strong understanding of ITIL practices, incident/request workflows, and service management frameworks.

    + Proficiency with enterprise ticketing systems (e.g., ServiceNow, Remedy).

    + Excellent analytical, communication, and organizational skills.

    + Ability to interpret data, identify trends, and drive service improvement.

    + Demonstrated ability to manage multiple priorities and work effectively under pressure.

    + Experience collaborating across teams and engaging stakeholders.

    + Detail-oriented, proactive, and committed to delivering exceptional customer service.

    Ideal Candidate Profile

    + Passionate about continuous improvement and operational excellence.

    + Skilled in data analysis, reporting, and presenting findings to leadership.

    + Adaptable to changing business needs and able to support innovation in service delivery.

    + Eager to mentor and support the development of team members.