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Senior Itsm Analyst Jobs (NOW HIRING)

Five Below

Solutions Architect - ITSM Tools

Philadelphia, PA · On-site +1

$60.25 - $79.25/hr

... analysis to ensure the platform continues to evolve in alignment with business needs and enterprise ... Serve as the senior technical authority and primary architect for the ServiceNow platform. * Lead ...

Five Below

Solutions Architect - ITSM Tools

Philadelphia, PA · On-site

$60.25 - $79.25/hr

... analysis to ensure the platform continues to evolve in alignment with business needs and enterprise ... Serve as the senior technical authority and primary architect for the ServiceNow platform. * Lead ...

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 ...

PD Inc

$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 ...

Novolex

Analyst II, IT Operations Support

Charlotte, NC · On-site

Reporting to the Senior Manager, IT Service Management, this role owns the operational integrity of ITSM reporting, service data quality, and process execution across the enterprise - operating with ...

Novolex

Analyst II, IT Operations Support

Charlotte, NC · On-site

Reporting to the Senior Manager, IT Service Management, this role owns the operational integrity of ITSM reporting, service data quality, and process execution across the enterprise - operating with ...

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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 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.

Solutions Architect - ITSM Tools

Five Below

Philadelphia, PA • On-site, Remote

$60.25 - $79.25/hr

Full-time

Medical

Posted 12 days ago

Key responsibilities

  • Lead end-to-end solution design for ITSM capabilities including Incident, Problem, Change, Request, Knowledge, CMDB, and ITOM.

  • Evaluate platform opportunities, develop business cases, and provide recommendations for platform enhancements and investments.

  • Partner with stakeholders to prioritize backlog items, lead solution reviews, and provide architectural guidance to ensure scalable and maintainable platform solutions.

Five Below rating

4.8

Company rating: 4.8 out of 10

Based on 808 frontline employees who took The Breakroom Quiz

655th of 740 rated retailers

Job description

At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 27,000 associates who work at Five Below and they'll tell you there's no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in.
It's all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace!
The ITSM Solution Architect serves as the technical leader for the ServiceNow platform and broader ITSM ecosystem. Reporting to the Director, IT Service Management, this role combines responsibilities commonly associated with solution architecture, platform ownership, product management, and business analysis to ensure the platform continues to evolve in alignment with business needs and enterprise strategy.
The architect is expected to think beyond individual requirements and evaluate the broader impact of proposed solutions across processes, integrations, data models, reporting, user experience, supportability, and platform maintainability.
This role will provide recommendations regarding platform strategy, roadmap planning, backlog prioritization, and continuous improvement initiatives while providing technical leadership to analysts, developers, administrators, and implementation partners and partnering closely with the Director, IT Service Management and business stakeholders to deliver scalable, maintainable, and business-aligned solutions.
RESPONSIBILITIES
Product & Portfolio Leadership
  • Evaluate platform opportunities and provide recommendations for future enhancements based on business value, operational efficiency, technical debt, risk reduction, and platform maturity.

  • Develop business cases, solution options, and implementation recommendations for new platform capabilities and investments.

  • Provide recommendations regarding prioritization of strategic initiatives, operational needs, compliance requirements, and technical improvements within the platform backlog.

ServiceNow Platform Leadership & Strategy
  • Serve as the senior technical authority and primary architect for the ServiceNow platform.

  • Lead solution reviews and approve architectural designs to ensure scalability, maintainability, and alignment with platform strategy.

  • Partner with the Product Owner to prioritize backlog items, technical debt remediation, platform investments, and continuous improvement opportunities.

  • Facilitate technical discovery, solution design workshops, backlog refinement, and architectural review sessions.

  • Mentor administrators, developers, analysts, and implementation partners on ServiceNow best practices.

  • Establish standards for configuration, customization, data integrity, performance, workflows, and scripting.

  • Provide recommendations, architectural guidance, and strategic input to support development and maintenance of a multi-year ServiceNow and ITSM roadmap.

  • Evaluate new capabilities and recommend adoption strategies.

  • Anticipate downstream impacts of proposed changes and ensure long-term operational sustainability.

  • Provide technical leadership and architectural guidance during platform delivery activities, including backlog refinement, sprint planning, standups, and solution reviews.

Solution Architecture & Design
  • Lead end-to-end solution design for ITSM capabilities including Incident, Problem, Change, Request, Knowledge, CMDB, ITOM, and the full support experience layer (service desk tooling, call center/contact center, chat, and self-service portals)

  • Translate business requirements into scalable, supportable technical solutions

  • Define architecture patterns, data models, and integration approaches across platforms

  • Ensure alignment with enterprise architecture standards and governance

Requirements & Process Design
  • Lead discovery sessions to translate business needs into detailed functional and technical requirements.

  • Challenge assumptions, identify risks, and recommend alternative approaches when appropriate.

  • Assess impacts across processes, integrations, data models, reporting, user experience, security, and supportability.

  • Drive process design and continuous improvement across ITSM and ITOM practices.

  • Ensure proposed solutions align with operational workflows, governance standards, and business objectives.

  • Identify opportunities for automation, simplification, and standardization.

Ecosystem & Integration Ownership
  • Design and support integrations between ServiceNow and other platforms such as:

  • PagerDuty (or similar event/alerting tools)

  • Zendesk or other case management platforms

  • Telephony/contact center and support desk platforms (e.g., IVR, call routing, voicemail, omnichannel support)

  • Identity and access systems (e.g., SailPoint, Active Directory)

  • Infra and Security data sources (e.g. LanSweeper, CrowdStrike)

  • Ensure consistent data flow, ownership, and system interoperability across the ecosystem

Governance & Standards
  • Establish and enforce platform governance standards and architectural principles.

  • Define and maintain architectural documentation, design standards, and decision frameworks.

  • Ensure auditability, compliance, data integrity, and proper change control.

  • Partner with support and operations teams to ensure solutions are usable, measurable, and supportable.

  • Support major platform initiatives, upgrades, and critical issue resolution activities.

  • Evaluate emerging technologies and capabilities for alignment with enterprise strategy.

QUALIFICATIONS
Required Qualifications
  • 8-10+ years of experience in ITSM solution design or architecture

  • ServiceNow Certified System Administrator (CSA)

  • Experience serving as a Product Owner, Platform Owner, or Architecture Lead for ServiceNow.

  • Demonstrated ability to influence platform strategy, governance, roadmap planning, and architectural standards.

  • Experience presenting architectural recommendations, platform roadmaps, and solution designs to leadership and business stakeholders

  • Experience leading backlog refinement, technical discovery, and solution design activities.

  • Proven ability to challenge requirements and recommend alternative approaches that improve scalability, maintainability, and business outcomes.

  • Deep, hands-on experience with ServiceNow including ITSM modules (Incident, Change, Problem, Request), Virtual Agent, Mobile, and ITOM capabilities (Discovery, CMDB, Service Mapping, Event Management)

  • Proven experience building, stabilizing, governing, and maturing CMDB and ITOM implementations, including Discovery, Service Mapping, data quality remediation, service ownership, and operational adoption.

  • Strong experience with CMDB design, data modeling, and service mapping concepts

  • Proven ability to design scalable, maintainable solutions in complex environments

  • Experience integrating ITSM/ITOM platforms with external systems and APIs

  • Strong understanding of ITIL-based service management practices

  • Ability to translate business needs into technical requirements and solution designs

Preferred Qualifications
  • Certified Implementation Specialist (ITSM)

  • Certified Implementation Specialist (Discovery)

  • Certified Implementation Specialist (Service Mapping)

  • Certified Technical Architect (CTA)

  • Experience with PagerDuty, Zendesk, Salesforce, or similar tools

  • Advanced experience with ITOM capabilities such as Event Management, AIOps, or Observability platforms (beyond core Discovery/CMDB)

  • Familiarity with identity and access management integrations (e.g., SailPoint, Azure AD)

  • Experience in retail or multi-location support environments

What Success Looks Like
  • The platform roadmap continuously evolves through proactive identification of improvement opportunities and strategic recommendations.

  • Solutions are designed correctly the first time... scalable, supportable, and aligned to business needs

  • Clear architectural standards and governance are established and followed

  • Platform capabilities are fully leveraged without unnecessary customization

  • Seamless integration across ITSM tools and supporting systems

  • Improved operational efficiency, visibility, and service delivery outcomes

Explore our benefits site to discover all the perks and support we offer! From health coverage to financial and personal wellness, we've got you covered-check it out today! benefits.fivebelow.com/public/welcome
Five Below is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.
Five Below is committed to working with and providing reasonable accommodations for individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please submit a request and let us know the nature of your request and your contact information. crewservices.zendesk.com/hc/en-us/requests/new
BE AWARE OF FRAUD! Please be aware of potentially fraudulent job postings or suspicious recruiter activity by persons that are posing as a Five Below recruiters. Please confirm that the person you are working with has an @fivebelow.com email address. Additionally, Five Below does NOT request financial information or payments from candidates at any point during the hiring process. If you suspect fraudulent activity, please visit Five Below's Career Site to verify the posting. fivebelow.com/info/careers

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About Five Below

Sourced by ZipRecruiter

Five Below carries an ever-evolving and exciting assortment of cell phone cases and chargers, remote control cars, yoga pants, graphic tees, nail polish, footballs and soccer balls, tons of candy and seasonal must-haves for Easter, Halloween, Christmas and more. Everything, everyday, is just $5 and below. Its stores are a vibrant, colorful and high-energy destination. Five Below products are grouped into one of eight in-store worlds: Style, Room, Sports, Tech, Crafts, Party, Candy and Now. Five Below's unique assortment features leading brands such as Lego®, Wilson®, HasbroTM and Peeps® and hot licenses from Disney® and Marvel® such as Frozen, Despicable Me, Avengers and Star WarsTM. Rounding out the assortment is merchandise packed with quality and value made exclusively for Five Below. Five Below was founded in 2002 by David Schlessinger, creator and founder of Encore Books and Zany Brainy along with Tom Vellios, former CEO of Zany Brainy, and current Chairman of Five Below. In early 2015, Joel Anderson, the former CEO of WalMart.com, was named CEO and President of Five Below. The Company (NASDAQ: FIVE) has achieved astounding growth, including a current string of 37 consecutive quarters of positive comparable stores sales growth (from Q2, 2006 to present). Five Below is poised to grow rapidly driven by a unique approach to targeting the teen and pre-teen customer with an edited assortment of trend-right, high quality merchandise that fosters universal appeal. With a highly differentiated shopping experience that delivers exceptional value within the $1-$5 pricing model, customers have a deep appreciation for the brand. There is a long runway for growth with compelling and consistent store performance backed by an experienced and passionate senior management team.

Industry

Food and beverage wholesalers

Company size

5,001 - 10,000 Employees

Headquarters location

Philadelphia, PA, US

Year founded

2002

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