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Senior Itsm Analyst Jobs (NOW HIRING)

MRO Corporation

Service Excellence, Senior Analyst

$74K - $99K/yr

As a Senior Analyst on our Service Excellence Team , you'll play a key role in driving that mission ... Metrics Tracking and Reporting Assist in tracking ITSM metrics and KPIs. Help prepare regular ...

AllSTEM Connections

Sr. Software Analyst

Columbus, OH · On-site

$131K/yr

Job Title: Senior Technical Product Analyst (Agile & DevOps) Role Overview We are seeking a ... Execute ITSM/ITIL processes to ensure stable operations and alignment with Service Level Agreements ...

Wedbush

Senior Analyst, Service Desk

Jersey City, NJ · On-site

$96K - $127K/yr

They are seeking a Senior Service Desk Analyst to lead the IT support team, resolve complex ... ITSM tools and ITIL practices. • Ability to analyze and resolve complex support issues. • ...

PD Inc

Senior ITIL SME

Fort George G Meade, MD · On-site

$111K - $143K/yr

The contractor shall analyze, assign, facilitate, track and report Cybersecurity Division ... The contractor shall provide System Matter Expertise (SME) with regards to ITSM, tools, and ...

First Citizens Bank

Senior CMDB Analyst

Carolina, RI · Remote

$88K - $117K/yr

AZ, FL, GA, NC and TX. The Senior CMDB Analyst is a senior-level subject matter expert supporting ... ITSM processes. * Hands-on experience with CMDB Workspace, CMDB Health, IRE and CMDB Data ...

First Citizens Bank

Senior CMDB Analyst

Carolina, RI · Remote

$88K - $117K/yr

AZ, FL, GA, NC and TX. The Senior CMDB Analyst is a senior-level subject matter expert supporting ... ITSM processes. * Hands-on experience with CMDB Workspace, CMDB Health, IRE and CMDB Data ...

First Citizens Bank

Senior CMDB Analyst

Raleigh, NC · Remote

$85K - $113K/yr

AZ, FL, GA, NC and TX. The Senior CMDB Analyst is a senior-level subject matter expert supporting ... ITSM processes. * Hands-on experience with CMDB Workspace, CMDB Health, IRE and CMDB Data ...

New

First Citizens Bank

Senior CMDB Analyst

Raleigh, NC · Remote

$85K - $113K/yr

AZ, FL, GA, NC and TX. The Senior CMDB Analyst is a senior-level subject matter expert supporting ... ITSM processes. * Hands-on experience with CMDB Workspace, CMDB Health, IRE and CMDB Data ...

New

Crane Company

Sr Client Services Analyst

Burbank, CA · On-site

$94K - $124K/yr

The Client Services Analyst Sr role is to provide advanced technical support. Ensure proper ... Field incoming requests from customers via ITSM or IT Hotline in a courteous manner. * Install ...

Crane Co.

Sr Client Services Analyst

Burbank, CA · On-site

$94K - $124K/yr

The Client Services Analyst Sr role is to provide advanced technical support. Ensure proper ... Field incoming requests from customers via ITSM or IT Hotline in a courteous manner. * Install ...

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Senior Itsm Analyst information

See salary details

$53.5K

$109.8K

$142.5K

How much do senior itsm analyst jobs pay per year?

As of Aug 9, 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:
What states have the most Senior Itsm Analyst jobs? States with the most job openings for Senior Itsm Analyst jobs include:
What job categories do people searching Senior Itsm Analyst jobs look for? The top searched job categories for Senior Itsm Analyst jobs are:
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 85% Full Time, 7% Part Time, 1% Temporary, and 7% Contract. Highlights an 80% Physical, 8% Hybrid, and 12% Remote job distribution, with an average salary of $109,846 per year, or $52.8 per hour.

Service Excellence, Senior Analyst

MRO Corporation

Remote

$74K - $99K/yr

Full-time

Medical, Dental, Vision, Life, Retirement

Posted 18 days ago

MRO Corp rating

7.8

Company rating: 7.8 out of 10

Based on 28 frontline employees who took The Breakroom Quiz

150th of 485 rated business services

Job description

Overview
At the heart of every great technology organization is a commitment to reliability, innovation, and exceptional service. As a Senior Analyst on our Service Excellence Team, you'll play a key role in driving that mission forward.
You'll work across teams to strengthen Incident, Problem, and Change Management practices, uncover opportunities for improvement, and help deliver stable, high-quality IT services that our employees and customers depend on every day. We're looking for someone with strong ITIL expertise, an analytical mindset, and a passion for turning operational challenges into opportunities for service excellence and transformation.
This is more than a support role. It's an opportunity to influence how IT operates, improve organizational resilience, and help shape the future of service delivery.
Responsibilities
Incident ManagementSupport the Incident Management process to ensure timely resolution of IT service disruptions. Lead rapid response rooms (war rooms) for critical business-impacting incidents, drive incidents through to resolution, and ensure timely, accurate, and consistent communications with all relevant stakeholders.
Problem ManagementActively drive the Problem Management process by identifying root causes of major service disruptions. Lead investigations, perform root cause analysis, and implement preventive actions to reduce repeat incidents and improve service stability.
Change ManagementSupport the Change Management process by assisting with change assessments, documentation, scheduling, and post-implementation reviews to minimize risk and service disruption.
Proactive Incident PreventionMonitor trends, alerts, and incident data to identify potential issues early. Contribute to preventive actions and risk mitigation efforts in collaboration with other IT teams.
Jira Service ManagementUse Jira Service Management to track and manage incidents, problems, and changes. Assist with maintaining workflows and ensuring accurate ticket documentation and data quality.
Service ImprovementContribute to continuous service improvement initiatives by analyzing service performance metrics, identifying improvement opportunities, and supporting the implementation of best practices.
Metrics Tracking and ReportingAssist in tracking ITSM metrics and KPIs. Help prepare regular reports and dashboards that provide insights into service performance and trends.
Stakeholder EngagementWork collaboratively with Service Desk, Application Support, Infrastructure, Engineering and Product business teams to support ITSM processes and ensure clear, consistent communication.
DocumentationMaintain accurate and up-to-date documentation for ITSM processes, procedures, and incident/problem records.
Qualifications
Education
Bachelor's degree in Computer Science, Information Technology, or a related field required. ITIL Foundation certification preferred.
Experience
  • At least 5 years of experience in IT Service Management or related IT operations roles
  • Hands-on experience with Incident, Problem, and Change Management processes
  • Experience with Jira Service Management or similar ITSM tools preferred
  • Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside of normal business hours when required

Skills
  • Strong communication and interpersonal skills
  • Solid analytical and problem-solving abilities
  • Ability to manage multiple tasks and priorities in a fast-paced environment
  • Working knowledge of ITIL frameworks and ITSM best practices
  • Attention to detail and commitment to process adherence
  • Proactive mindset focused on service quality and risk reduction
  • Experience leveraging AI tools (e.g., Microsoft Copilot, Claude) to improve productivity and service delivery
  • Ability to Make an Impact: Motivated by contributing to service stability, customer satisfaction, and organizational success

Total Compensation
Base pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.
Salary Range
It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.
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Pay Range
USD $74,000.00 - USD $99,000.00 /Yr.

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