[Hiring] Senior Analyst ITSM @Evolent

Role Description

Senior Analyst ITSM at Evolent serves an experienced individual, who would support in leading ITSM initiatives across the Enterprise IT landscape. Individuals would be responsible for driving initiatives alongside specialized operational support activities for ITSM practices including, but not limited to, Change, Problem, Service Level, and Incident Management practices.

Within this position you will get exposure to collaborating with the world-class global team and utilize best-in-class tools to solve complex business and technical problems while collaborating with diverse technology and business staff across the organization.

Our Global Service Delivery team is looking for a Senior Analyst ITSM who can support and lead initiatives towards IT Service Management practices i.e., Incident, Change, Problem and Service level management etc. The role desire is to manage operational within IT business functions with an ability to adapt and explore new opportunities and implement strategies towards maximizing the IT landscape in achieving high standards and sustainability towards an organization.

Responsibilities

• Support and optimize core ITSM processes including Incident, Problem, Change, Service Level, Knowledge, Asset/CMDB, and Continual Service Improvement through Jira-based workflows, governance, and reporting.
• Develop and maintain SOPs, process documentation, knowledge articles, dashboards, reports, and stakeholder presentations for ITSM processes.
• Drive adoption of standardized Jira workflows, SLAs/OLAs, approvals, and reporting to improve consistency and transparency.
• Demonstrate strong analytical and critical thinking skills to identify trends, operational risks, service gaps, and improvement opportunities.
• Leverage data, dashboards, and KPIs to drive informed decision-making and service improvements.
• Translate operational metrics into actionable business insights and recommendations for leadership, process owners, technical teams, and business stakeholders, including risk summaries, improvement proposals, trend narratives, and value-realization reporting.
• Maintain practical awareness of AI, automation, and digital operations technologies relevant to modernizing IT Service Management and Jira Service Management.
• Identify and implement opportunities to leverage AI-driven insights, virtual assistants, workflow automation, and predictive analytics within ITSM processes.
• Evaluate emerging technologies and reporting capabilities with a focus on safe adoption, measurable outcomes, process fit, and governance readiness before operational adoption.
• Champion Continuous Service Improvement (CSI) by identifying process friction, stakeholder pain points, and opportunities to simplify or automate service delivery by implementing process enhancements.
• Drive improvement initiatives from ideas through implementation, including workflow optimization, SOP updates, dashboard enhancements, etc. together with measurable service-quality outcomes.
• Use problem management traits to reduce service interruptions and improve operational predictability.
• Coordinate incident response, communication, and service restoration.
• Drive RCA reviews, remediation tracking, and recurrence prevention.
• Facilitate CAB/eCAB activities, approvals, and Change governance.
• Support request intake, routing, approvals, SLAs, and transparency in JSM.
• Participate in operational standups and monthly ITSM KPI reviews.
• Track actions, decisions, risks, owners, and drive timely closure.
• Promote a culture of accountability, transparency, customer focus, service reliability, and continuous improvement.
• Communicate & Influence cross-functional teams without direct authority by using clear facilitation, data-backed recommendations, risk framing, action tracking, and collaborative follow-through.
• Ability to communicate technical concepts effectively to both technical and business audiences.

Qualifications

• Bachelor’s or master’s degree in information technology, Computer Science, or a related field.
• 5+ years of experience in IT Service Management or in equivalent role.
• Hands-on experience in process optimization, best practice approach, technology efficiency, and effectiveness.
• Self-starter and Team player who can handle pressure and meet timelines.
• Excellent communication, analytical and critical thinking skills.
• Detail-oriented, organized, and able to work independently to prioritize and execute tasks.
• Ability to build trust and form effective relationships with team members and stakeholders.
• Proficient understanding of ITIL/ITSM framework.
• Experience working with global and remote teams preferably in healthcare industry.
• Familiarity with JIRA and collaboration tools such as Confluence and SharePoint.

Requirements

• Shift timing is 02:30pm - 11:30pm IST, willingness to work across night shift 06:30 pm to 03:30 am, as needed by the organization.
• Employees must have a high-speed broadband internet connection with a minimum speed of 50 Mbps and the ability to set up a wired connection to their home network to ensure effective remote work.

Benefits

• Comprehensive benefits (including health insurance benefits) to qualifying employees.