Insight Global is looking for a Sr ITSM Analyst for one of our large financial institutions. As a Sr ITSM Analyst, you will leverage your IT service management expertise to support the delivery of reliable and efficient IT operations. This role involves resolving complex incidents, driving improvements to ITSM processes, and collaborating with technical teams, business stakeholders, and vendors. You will analyze service performance data to recommend enhancements, maintain process documentation, and contribute to business continuity planning. Supporting and mentoring junior team members, you will help ensure best practice adoption across the ITSM team.
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Deep knowledge of IT Service Management process (ITIL principles)
Experience with ServiceNow platforms
Expertise in Operational Reporting systems (PowerBI or Tableau)
Cybersecurity (risk management, implementing security controls)
Analytical and problem-solving abilities
Strong stakeholder engagement and communication
Experience leading business continuity or disaster recovery exercises
Experience optimizing ServiceNow workspaces and reports
Advanced data modeling and performance tuning
Experience with user training and ITSM tool adoption
Experience mentoring or training junior team members
Cloud computing expertise (AWS, Azure, or Google Cloud)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.