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It Service Management Analyst Jobs (NOW HIRING)

Nubank

Staff IT Engineer - Service Management

Miami, FL · On-site

$178K - $267K/yr

About the Role As a Staff IT Engineer - Service Management, you will own and evolve Nubank ... analysis, to support the evaluation process. Artificial intelligence is not used to make final ...

Gemini

IT Analyst

El Reno, OK · On-site

$45K - $50K/yr

Prior experience using an IT Service Management (ITSM) or ticketing platform (e.g., ConnectWise ... Good analytical and troubleshooting abilities. * Ability to multitask, prioritize responsibilities ...

Jade Global

IT Service Desk

San Jose, CA · On-site

$40/hr

IT Service Desk1 Note : Location: The resource must be based in Seattle, WA and available for ... Manage user access, authentication, and provisioning/deprovisioning through Okta . * Support Jira ...

US Fertility, LLC

IT Technical Analyst

Rockville, MD · Hybrid

Opportunity Overview We have an immediate opening for an IT Technical Analyst to join our team at ... Experience using IT service management platforms such as ServiceNow, Freshdesk, or Jira Service ...

Certis Biologicals

Manager of IT Services

Columbia, MD

$125K - $140K/yr

Key Responsibilities: IT Service Management * Manage IT support services delivered through collaboration with MKI and other technology partners. * Ensure service quality, Service-Level Agreement ...

trane technologies

IT Support Analyst

Grand Rapids, MI · On-site

... and managing service levels. This individual will work closely with the business to provide ... Manage minor IT projects and business analysis tasks. * IT contact for the business regarding IT ...

Certis USA

Manager of IT Services

Columbia, MD · On-site

$125 - $150/hr

Key Responsibilities: IT Service Management * Manage IT support services delivered through collaboration with MKI and other technology partners. * Ensure service quality, Service-Level Agreement ...

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It Service Management Analyst information

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How much do it service management analyst jobs pay per year?

As of Sep 9, 2026, the average yearly pay for it service management analyst in the United States is $84,961.00, according to ZipRecruiter salary data. Most workers in this role earn between $65,000.00 and $102,000.00 per year, depending on experience, location, and employer.

What is the difference between It Service Management Analyst vs Network Support Specialist?

AspectIt Service Management AnalystNetwork Support Specialist
CertificationsITIL, CompTIA ITF+CompTIA Network+, Cisco CCNA
Work EnvironmentIT service desks, corporate IT teamsNetwork operations centers, technical support teams
Industry UsageIT service management, enterprise ITNetworking, telecommunications
Primary FocusManaging IT services, process improvementMaintaining and troubleshooting networks

While both roles support IT infrastructure, the It Service Management Analyst focuses on optimizing IT service delivery and processes, whereas the Network Support Specialist concentrates on maintaining and troubleshooting network hardware and connectivity issues.

What does an IT Service Management Analyst do?

An IT Service Management Analyst is responsible for designing, implementing, and maintaining IT service management processes to ensure efficient delivery of IT services. They analyze service performance, manage incidents and problems, and use frameworks like ITIL to improve service quality. Strong communication skills and familiarity with service management tools are essential for this role.

What is the role of an IT Service Management Analyst?

An IT Service Management Analyst is responsible for designing, implementing, and maintaining IT service processes to ensure efficient delivery and support of IT services. They analyze service performance, manage incident and problem resolution, and often utilize frameworks like ITIL to improve service quality and align IT with business needs.
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Who are the top companies hiring for It Service Management Analyst jobs?

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What states have the most It Service Management Analyst jobs?

States with the most job openings for It Service Management Analyst jobs include:

What are popular job titles related to It Service Management Analyst jobs?

For It Service Management Analyst jobs, the most frequently searched job titles are:

It Service Management Analyst jobs near you
Infographic showing various It Service Management Analyst job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $84,961 per year, or $40.8 per hour.

Staff IT Engineer - Service Management

Miami, FL • On-site

Nubank
See more jobs at Nubankexternal

$178K - $267K/yr

Full-time

Medical, Dental, Vision, Life, Retirement

Re-posted 24 days ago

Key responsibilities

  • Own and evolve Nubank's IT Service Management (ITSM) practice end to end, including designing and implementing processes, tools, and governance.

  • Establish and manage the ITSM toolchain, including configuration, workflow design, SLA rules, and integrations with other systems.

  • Define, track, and report on operational KPIs, and support audit and compliance requirements related to IT operational controls.

Job description

About Nu
Nu is the leading digital bank in Latin America, serving 135 million customers across Brazil, Mexico, and Colombia. The company has been leading an industry transformation by leveraging data and proprietary technology to develop innovative products and services.
Guided by its mission to fight complexity and empower people, Nu caters to customers' complete financial journey, promoting financial access and advancement with responsible lending and transparency. The company is powered by an efficient and scalable business model that combines low cost to serve with growing returns.
Nu's impact has been recognized in multiple awards, including Time 100 Most Influential Companies, Fast Company's Most Innovative Companies, and Forbes World's Best Banks.
Visit our Institutional Page
About the Team
The IT team is the operational backbone of Nubank's internal infrastructure. As the company scales, we're building the service management foundations that let engineering teams move faster with more confidence - turning IT operations into a strategic advantage, not just a support function.
About the Role
As a Staff IT Engineer - Service Management, you will own and evolve Nubank's IT Service Management (ITSM) practice end to end. You'll design and implement processes, tools, and governance that keep our internal services reliable, auditable, and efficient, enabling engineering teams to focus on high-impact work while maintaining strong operational controls in a regulated environment.
You'll Be Responsible For
  • Continuing to build and own Nubank's ITSM practice, defining and implementing core ITIL v4 processes: incident, problem, change, service request, and knowledge management.
  • Establishing a service catalog with clearly defined SLAs and OLAs aligned with internal stakeholder expectations.
  • Owning the end-to-end ITSM toolchain (Jira Service Management or equivalent): configuration, workflow design, form logic, SLA rules, and integrations with adjacent systems.
  • Identifying and closing automation gaps - routing, escalation, notifications, and reporting - partnering with engineering teams to reduce manual toil across operations.
  • Defining and tracking operational KPIs (MTTR, SLA compliance, first-contact resolution, change success rate) and building regular reporting cadences for leadership and stakeholders.
  • Establishing a Change Advisory Board (CAB) with structured documentation and approval workflows.
  • Supporting audit and compliance requirements with structured evidence of IT operational controls, essential in a regulated financial environment.
  • Driving ITSM adoption across the organization, creating runbooks, training materials, and documentation that embed service management culture at scale.
We Are Looking For a Person Who Has
Mandatory qualifications
  • 7+ years of experience in IT service management, IT operations, or a related discipline.
  • Deep ITIL v4 expertise; ITIL 4 Foundation or Managing Professional certification strongly preferred.
  • Proven track record of building ITSM practices from scratch or significantly transforming an existing function.
  • Hands-on experience owning and configuring ITSM tooling end-to-end (Jira Service Management, ServiceNow, or equivalent) - not just using it, but designing it.
  • Ability to work cross-functionally in a fast-paced, engineering-led environment, with strong influence-without-authority skills.
  • Strong written and verbal communication, including the ability to present to senior leadership.

Nice-to-have qualifications
  • Experience in fintech, high-growth tech, or other regulated industries.
  • Familiarity with adjacent frameworks: COBIT, ISO 20000, or SRE principles.
  • Experience partnering with Security and/or Platform Engineering teams.
  • Fluent English.
What We Offer
  • Greenfield, high-visibility scope: you'll define what "good" ITSM looks like at Nubank's scale - from zero.
  • Direct exposure to senior leadership across IT and Engineering.

A culture that values ownership and getting foundations right, without bureaucracy for its own sake.
Location
  • Miami, United States
  • Palo Alto, United States
  • Washington DC, United States
Our Benefits
  • Opportunity of earning equity at Nu
  • Medical Insurance
  • Dental and Vision Insurance
  • Life Insurance and AD&D
  • Extended maternity and paternity leaves
  • Nucleo - Our learning platform of courses
  • NuLanguage - Our language learning program
  • NuCare - Our mental health and wellness assistance program
  • 401K
  • Saving Plans - Health Saving Account and Flexible Spending Account
  • Work-from-home Allowance
  • Relocation Assistance Package, if applicable.
Work Model for this Role
Hybrid 2-3 times/week: Our hybrid work model brings us to the office at least twice a week, on strategic days designed to maximize team connection and collaboration. For more details, visit https://building.nubank.com/nu-hybrid-work-model/
Location-Specific Disclosures
  • Palo Alto: Total compensation includes base salary, RSUs and benefits. Base salary range: $178,560 - $267,840

Our recruitment process may involve the use of artificial intelligence-enabled tools, such as automated interview transcription and analysis, to support the evaluation process. Artificial intelligence is not used to make final hiring decisions; all decisions are made by human reviewers.

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