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Our Columbus, Ohio client is seeking an IT Service Management Analyst for a contract opportunity owning the Incident, Major Incident and Problem processes. Ensures that each process is operating as designed and bringing the intended value to the organization.

**Hybrid – In office in Columbus 3 days a week.

Qualifications:

• 6+ years of experience in IT Service Management, including at least 4 years in a problem or incident management role.
• 3+ years using ServiceNow and report generation.
• Strong knowledge of ITIL frameworks.
• Proven experience managing high-pressure situations and coordinating cross-functional teams, including leading service restoration events for major incidents.
• Proficiency in various tools and techniques for requirements elicitation, data analytics, documentation, validation, and management.
• Excellent verbal and written communication skills, with the ability to tailor the message to different audiences and levels of detail. 
• A proactive attitude, with the ability to work independently and as part of a team.
• A customer-centric mindset, with the ability to understand the needs and expectations of the end-users and deliver value-added solutions.
• A growth mindset, with the ability to learn new skills, adapt to changing situations, and embrace feedback.
• Superior troubleshooting and problem-solving skills. Knowledge worker who is driven and can think and act in a fast-paced environment.

Responsibilities:

• Monitor and manage the lifecycle of IT incidents to ensure timely resolution and minimal customer impact.
• Oversee critical incident response activities involving major service outages or significant business impact.
• Communicates timely and effectively with technical and non-technical audiences, using various methods such as presentations, reports, diagrams, and user stories.
• Facilitate/oversee Problem Review and Root Cause Analysis(RCA) meetings; drive cross-functional collaboration to eliminate recurring incidents.
• Develop and maintain problem records and known error databases to support efficient incident resolution.
• Applies problem-solving skills and analytical thinking to troubleshoot issues, resolves conflicts, and proposes solutions.
• Champion continual improvement through lessons learned and service improvement initiatives.
• Measures and monitors the performance, quality, and value of the IT services and solutions, using metrics and key performance indicators (KPIs).
• Assesses the business impact of IT risks and issues and escalates them as needed to ensure timely resolution and minimal disruption.
• Demonstrates strong business & budgeting skills, and financial acumen with the ability to analyze and communicate trends.
• Understands and complies with the contractual obligations and service level agreements (SLAs) of the service providers
• Maintains a deep understanding of the application domain, including the business processes, data flows, systems architecture, and integration points.