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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.

About CTG

CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit www.ctg.com .

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.