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Senior Itsm Analyst Jobs (NOW HIRING)

Syntricate Technologies

ITSM Lead

Irving, TX · On-site

$160K/yr

... to senior executive level • Creative and strategic thinking and the agility necessary to master ... Create and utilize analytics and insights through ITSM data to drive continuous improvement across ...

AllSTEM Connections

Data Governance Analyst

Oakland, CA · On-site

$93K - $112K/yr

Senior Enterprise Performance & ITSM Analytics Lead Role Overview We are seeking a Senior Enterprise Performance & ITSM Analytics Lead to serve as the architect of our operational insight strategy.

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$109.8K

$142.5K

How much do senior itsm analyst jobs pay per year?

As of Sep 7, 2026, the average yearly pay for senior itsm analyst in the United States is $109,846.00, according to ZipRecruiter salary data. Most workers in this role earn between $90,500.00 and $137,000.00 per year, depending on experience, location, and employer.

What is a Senior ITSM Analyst?

A Senior ITSM (IT Service Management) Analyst is a professional responsible for overseeing and optimizing IT service management processes within an organization. They analyze, design, implement, and improve ITSM practices to ensure efficient delivery of IT services according to industry standards like ITIL. Their role often includes managing incident, problem, and change management processes, ensuring compliance, and working with stakeholders to enhance service quality. Senior ITSM Analysts also mentor junior staff and help drive continuous improvement initiatives within the IT department.

How does a Senior ITSM Analyst typically collaborate with cross-functional teams to drive service improvements?

A Senior ITSM Analyst regularly works with teams from IT operations, development, and business units to identify and implement service improvements. This often involves facilitating meetings to review incident and problem trends, coordinating process enhancements, and ensuring changes align with organizational goals. The analyst acts as a bridge between technical staff and stakeholders, translating business needs into actionable ITSM strategies. Effective communication and a proactive approach to stakeholder engagement are key to success in this collaborative environment.

What are the key skills and qualifications needed to thrive as a Senior ITSM Analyst, and why are they important?

To thrive as a Senior ITSM Analyst, you need in-depth knowledge of ITIL frameworks, process analysis, and service management best practices, usually supported by a bachelor’s degree in IT or a related field and ITIL certification. Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management, along with reporting and analytics tools, is typically required. Strong problem-solving, communication, and stakeholder management skills help you drive process improvements and ensure alignment with business objectives. These skills and qualities are crucial for optimizing IT service delivery, fostering operational efficiency, and ensuring positive user experiences.

What is the difference between Senior Itsm Analyst vs Itsm Analyst?

AspectSenior Itsm AnalystItsm Analyst
Required CertificationsITIL, ServiceNow certifications, relevant technical certificationsITIL, ServiceNow certifications often preferred
Work EnvironmentSupports complex ITSM processes, mentors junior staffHandles daily ITSM operations, incident management
Employer & Industry UsageUsed in large enterprises, IT service providersCommon in organizations with ITSM frameworks

The main difference between a Senior Itsm Analyst and an Itsm Analyst lies in experience level and responsibilities. Senior Itsm Analysts typically handle more complex issues, mentor team members, and have advanced certifications. Both roles are essential in organizations implementing ITSM frameworks like ITIL, often working in similar environments but at different levels of expertise.

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Senior Itsm Analyst jobs near you
Infographic showing various Senior Itsm Analyst job openings in the United States as of August 2026, with employment types broken down into 89% Full Time, 6% Part Time, and 5% Contract. Highlights an 82% Physical, 7% Hybrid, and 11% Remote job distribution, with an average salary of $109,846 per year, or $52.8 per hour.

TC ITS Service Management Analyst

Terumo BCT, Inc.

Lakewood, IL • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 27 days ago

Job description

Requisition ID: 35367
At Terumo Blood and Cell Technologies, our 8,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world. For Terumo, for Everyone, Everywhere.
We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient's life every second of every day and are committed to continuing to increase the number of patients we serve. Advancing healthcare with heart.
With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Join us and help shape wherever we go next. You create your future and ours.
IT Service Management (ITSM) Analyst
JOB SUMMARY
Position acts as system administrator, configuration analyst and SME for the ITSM Management Tool. This position supports the development, maintenance and improvement of core ITSM processes, as well as in the development, analysis and reporting of Key Performance Indicators (KPI's) and metrics. This role will interact closely with the Sr. ITSM Analyst to understand customer and stakeholder requirements for key activities, to ensure alignment with ITSM initiatives, and drive continuous process improvement.
ESSENTIAL DUTIES
  • Assists in the review, design, and improvement of ITSM processes and procedures for the effective management and adherence of ITSM process areas. Current ITSM areas supported include:
    • Access Management
    • Incident Management
    • Change Management
    • Problem Management
    • Request Fulfillment
    • Release and Deployment Management
    • Knowledge Management
    • Service Asset and Configuration Management
    • Service Catalog Management
    • Service Level Management
    • Event Management
    • Service Portfolio Management
    • Transition Planning
  • Responsible for identifying problems, researching solutions, reconfiguring or recoding system to improve system functionality.
  • Analyzes IT business and technical problems, designing, coding, testing, maintaining, supporting, documenting and installing ITSM solution.
  • Trains IT personnel to ITSM processes and tools
  • Prepares and presents ITSM topics at team and department level meetings
  • Communicates process standards to ensure understanding and consistency
  • Works closely with Sr. Analysts to understand business stakeholder environment and collect requirements
  • Operates and provides day-to-day administration of the ITSM tool, following defined ITSM processes
  • Focuses on KPI measurement, providing a means for gathering and reporting on data
  • Assists in the development and implementation of improvements to the processes and the tools that support them
  • Facilitates meetings including weekly Change Advisory Board meetings, Monthly Operations Reviews, Problem investigation reviews and other ITSM focused meetings as required
  • Audits Change Requests, Service Requests, Incidents and other ITSM tool generated tickets to ensure compliancy and accuracy
  • Maintains a Service Catalog representing business services
  • Maintains the Definitive Media Library (DML) in accordance with ITSM processes
  • Generates periodic and Ad-Hoc reports from IT Service Management tool regarding status of ITSM performance indicators

MINIMUM QUALIFICATION REQUIREMENTS
Education
Bachelor's degree in Computer Science or Computer Information Systems, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.
Experience
Minimum 3 years experience
  • Working knowledge of ServiceNow
  • Requires knowledge utilizing and configuring ServiceNow to provide customer solutions
  • Experience in Information Technology using ITSM or ITIL best practices
  • Preferred foundational knowledge of agile methodology
  • Preferred experience includes working knowledge of JavaScript, HTML, and CSS

Skills
  • Working knowledge of IT Service Management Processes, various reporting tools, incident/problem and call tracking systems, tools and methodologies
  • Demonstrated ability to generate meaningful analysis of Service Management data, asset tracking, CMDB, incident and problem, etc.
  • Requires ability to facilitate meetings
  • Knowledge and use of relevant PC software applications, including Microsoft Office and Microsoft Visio, and skills to use them effectively
  • Demonstrated ability to communicate effectively both verbally and in writing
  • Customer Service oriented and possesses interpersonal skills
  • Detail-oriented and possesses organizing and priority setting skills
  • Demonstrated ability to solve problems and manage conflict with effective solutions
  • Is action-oriented and is able to drive for results

-Or-
An equivalent competency level acquired through a variation of these qualifications may be considered.
Certificates, Licenses, Registrations
  • ITIL Foundations certification or other relevant foundational level certification in ITSM frameworks

PHYSICAL REQUIREMENTS
Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Target Pay Range: $100,300.00 to $125,400.00 - Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data
Target Bonus on Base: 7.0
We anticipate this requisition will be open for a minimum of five days, from 8/11/2026 . We encourage your prompt application.
At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family. Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more. To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates. For us, it's about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.
We are proud to be an Equal Opportunity Affirmative Action Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.

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