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SENIOR ITSM / ITIL ANALYST
Location; Newport Beach, CA
JOB DESCRIPTION
The Senior ITSM / ITIL Analyst plays a key role in ensuring new or changed IT services are well-designed, governed, and transitioned into live operations effectively, following ITIL best practices. The role focuses on driving service readiness, minimizing risks during deployment, and ensuring a smooth operational handover.
This position supports the lifecycle stages of Service Design and Service Transition, ensuring services meet agreed business and operational requirements before going live.
KEY RESPONSIBILITIES
Service Design

• Collaborate with stakeholders to define and document end-to-end service designs that include service model, performance metrics, SLAs, support model, security, and continuity.
• Produce and manage Service Design Packages (SDPs) that incorporate all elements of service delivery and support.
• Ensure alignment of service design to enterprise architecture, information security, and capacity planning.
• Validate service designs against non-functional requirements (NFRs), including availability, reliability, and scalability.
• Define and document service dependencies, SLAs, and OLAs.

Service Transition

• Lead or support the service transition process for new or changed services.
• Plan and coordinate transition activities, including Service Readiness, training, knowledge transfer, and documentation handover.
• Lead Service Readiness Boards (SRBs) to ensure operational teams are prepared to accept new or changed services.
• Facilitate Early Life Support (ELS) and ensure clear criteria for service acceptance and exit from transition.
• Conduct impact assessments and risk evaluations for service introduction.
• Maintain alignment with Change Enablement and Service Operational processes to support controlled deployment.

Service Validation and Testing

• Support or coordinate Service Validation activities to verify services meet business needs.
• Ensure operational acceptance testing (OAT) criteria are defined and validated.
• Work closely with test leads to ensure testing aligns with service design and SLA expectations.

Configuration and Knowledge Management

• Collaborate with ServiceNow/ITAM Team to ensure service components are accurately captured.
• Ensure operational documentation, FAQs, and support playbooks are created, validated, and stored in the knowledge base.
• Facilitate effective knowledge transfer from project teams to support and Service operations.

Stakeholder Engagement

• Act as a liaison between project delivery, Technology, and business stakeholders.
• Coordinate and facilitate workshops to define service design packages, ownership, and governance.
• Ensure the service / product owner and operations including the Service Desk teams are engaged early in the design process.

QUALIFICATIONS

• 4+ years of experience in ITSM or IT Operations, with a strong focus on Service Design and Transition.
• Good understanding of ITIL v3/V4 framework and practices, especially:
• • Service Design
  • Service Transition
  • Service Validation and Testing
  • Change Enablement
• Experience managing or supporting transitions of enterprise-level IT services.
• Strong experience with ITSM tools (e.g., ServiceNow).
• Ability to develop high-quality service documentation (SLAs, SDPs, support models).
• SDLC.
• Excellent communication and stakeholder management skills.
• Good communicator, able to work with global teams
• A continual improvement mindset and high levels of customer focus.
• Experience of working with internal and external partners to drive service excellence.
• Able to identify risks and challenges and to mitigate appropriately
• Adaptable to change in an evolving environment
• Background in Financial Services an advantage.

NICE TO HAVE

• Experience with:
• • Azure Dev Ops
  • Finance Transformation Program Implementation
  • Managed Services
  • Oracle Cloud ERP and EPM

Platinum Resource Group is a professional level consulting firm, providing resources to Fortune 1000 client companies in the areas of technology, human resources, accounting, finance, business systems and supply chain, on a contract and interim basis. PRG has operations in Orange County, San Diego, Los Angeles and San Francisco. As a W-2 employer we offer our consultants direct deposit bi-weekly payroll, health, dental, vision benefits, and referral bonuses.