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Senior Itsm Analyst Jobs (NOW HIRING)

Maverick Payments

ITSM Lead

Calabasas, CA · On-site

... analysis and known-error management. • Serve as the platform owner for our ITSM/ESM tooling ... to senior leadership. Preferred : • Experience in payments, fintech, or another regulated ...

Targan Inc

ITSM Support Engineer

Raleigh, NC · On-site

Position Summary Acting under the supervision of the Senior Director, Global Corporate ... Ability to maintain, analyze, troubleshoot, image, provision, and support desktops, laptops, mobile ...

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Senior Itsm Analyst information

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$53.5K

$109.8K

$142.5K

How much do senior itsm analyst jobs pay per year?

As of Jul 13, 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 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.

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 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.

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.
More about Senior Itsm Analyst jobs
What cities are hiring for Senior Itsm Analyst jobs? Cities with the most Senior Itsm Analyst job openings:
What are the most commonly searched types of Itsm Analyst jobs? The most popular types of Itsm Analyst jobs are:
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Senior Itsm Analyst jobs near you
Infographic showing various Senior Itsm Analyst job openings in the United States as of July 2026, with employment types broken down into 1% Locum Tenens, 1% Internship, 86% Full Time, 6% Part Time, 1% Temporary, and 5% Contract. Highlights an 82% Physical, 5% Hybrid, and 13% Remote job distribution, with an average salary of $109,846 per year, or $52.8 per hour.
ITSM Lead

ITSM Lead

Maverick Payments

Calabasas, CA • On-site

Full-time

Posted 25 days ago

Job description

Job Summary:
Maverick Payments is a family-owned and privately held full-service payment provider located in Calabasas, California. The ITSM Lead will own the IT Service Management practice and lead the Helpdesk function, focusing on platform selection, implementation, and process ownership.
Responsibilities:
• Own and continuously mature core ITIL-aligned processes: incident, request, problem, change, knowledge, and asset/configuration management.
• Define and publish service catalog, SLAs, OLAs, and KPIs; report on service performance and drive measurable improvements.
• Lead change management as a discipline (CAB, change types, risk assessment, post-implementation review) in partnership with engineering and security stakeholders.
• Establish and operate a problem management practice that reduces recurring incidents through root cause analysis and known-error management.
• Serve as the platform owner for our ITSM/ESM tooling including configuration, workflows, integrations, and continuous improvement.
• Lead the evaluation and selection of a successor ITSM/ESM platform including business case, RFP, vendor selection, and implementation.
• Own the migration: data model design, workflow translation, integrations (identity, monitoring, endpoint, asset, AI assistants, knowledge), data migration, training, and cutover.
• Establish a sustainable platform operating model post-migration, including release management and a roadmap aligned to business needs.
• Lead and develop a small Helpdesk team, setting performance expectations, coaching individuals, and building a culture of customer service and continuous improvement.
• Establish staffing, scheduling, and on-call models that meet SLAs and support business hours and critical-event coverage.
• Maintain a high personal bar for end-user experience and act as a working leader during incidents and peak periods as needed.
• Build and maintain a knowledge management practice that drives self-service deflection and consistent resolution quality.
• Partner with the Tech Enablement & Optimization team to introduce AI assistants (e.g., Copilot for IT support, AI-driven categorization, summarization, and triage) within the ITSM/ESM platform.
• Partner with Information Security and Compliance on ITSM controls relevant to PCI DSS and SOC 2 Type 2 (change management, access reviews, incident records, asset records).
• Supporting specialized projects on an as-needed basis as directed by the VP, Information Technology.
• Support as-hoc tasks and projects as required by departmental and company needs.
• Other duties as assigned.
Qualifications:
Required:
• 5–8 years of progressive IT experience with at least 3 years owning ITSM processes and/or an ITSM platform.
• Deep, hands-on expertise with ITIL-aligned process design and operation across incident, request, problem, change, and knowledge management.
• Proven experience as an ITSM platform owner or lead administrator on an enterprise-grade platform (e.g., ServiceNow, Jira Service Management, BMC, Ivanti, or comparable).
• Demonstrated experience leading or playing a central role in an ITSM platform migration or major implementation.
• People leadership experience or strong working leadership of a small support or operations team, with a clear approach to coaching and performance management.
• Experience operating in a regulated environment (PCI DSS, SOC 2, HIPAA, or similar) and supporting audits.
• Strong written and verbal communication; comfortable presenting service performance and roadmap to senior leadership.
Preferred:
• Experience in payments, fintech, or another regulated industry.
• Experience integrating ITSM with identity (Entra ID), monitoring, endpoint, asset/CMDB, and AI assistant tooling.
• Experience selecting and implementing a successor ITSM platform from end to end (RFP through stabilization).
• Relevant certifications such as ITIL 4 Foundation (or higher), ServiceNow CSA/CIS, Atlassian Jira Service Management certifications, or equivalent.
Company:
Technology-focused full-service payment processor. Founded in 2000, the company is headquartered in Calabasas, USA, with a team of 201-500 employees. The company is currently Growth Stage.

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