[Hiring] Service Management Analyst @Atlas Technica

Role Description

We are seeking a Service Management Analyst to join our growing Service Management team. This is a proactive, client-facing role responsible for improving service performance, driving accountability, and coordinating cross-functional resolution of incidents, problems, risks, and service-improvement initiatives across assigned client environments.

• Lead ITIL-aligned Incident and Problem Management activities.
• Facilitate Root Cause Analyses.
• Support Major Incident Management events.
• Monitor client service health.
• Partner across Service teams to ensure thorough issue resolution and address recurring problems at their source.
• Combine strong operational judgment, analytical thinking, client communication, and follow-through.
• Influence technical and non-technical teams without direct authority.
• Reflect success through improved SLA performance, reduced recurring incidents and backlog, stronger client satisfaction, high-quality incident and RCA documentation, timely reporting, effective compliance follow-through, and proactive identification of service risks.

Qualifications

• 2–5 years of experience in service delivery, IT operations, service management, or a related operational role; equivalent demonstrated experience may be considered.
• Working knowledge of ITIL practices, including Incident Management, Problem Management, Change Management, and continual service improvement.
• Experience supporting Major Incident Management workflows and Root Cause Analysis documentation.
• Strong analytical and reporting skills with the ability to interpret service metrics, SLAs, KPIs, trends, and performance data.
• Ability to influence technical teams, drive accountability, and achieve outcomes without direct reporting authority.
• Ability to communicate technical issues, service risks, and recommendations clearly to technical and non-technical stakeholders.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, follow-up activities, and cross-functional dependencies.
• Strong written and verbal communication skills, including experience supporting client-facing communications, service reviews, or business-review materials.
• Experience working with ITSM, ticketing, reporting, dashboard, or data-visualization platforms.
• Strong attention to detail with the ability to produce accurate, complete, and professional incident, RCA, compliance, and service documentation.
• Bachelor's degree or equivalent relevant professional experience.
• Ability to work remotely from Kyiv, Ukraine while maintaining consistent availability during the required 9:00 AM – 6:00 PM Eastern Time schedule.

Requirements

• Experience working within a Managed Service Provider, IT services, professional services, or multi-client technology environment.
• Familiarity with ConnectWise Manage or a similar IT service-management platform.
• Experience supporting audit tracking, policy compliance, process governance, or control-monitoring activities.
• Experience preparing or presenting Quarterly Business Reviews, client health reporting, or service-performance reviews.
• Experience developing dashboards or reports using Power BI, Excel, or similar analytics tools.
• Experience identifying recurring service issues and translating operational data into practical improvement initiatives.
• Strong understanding of service-quality, customer-satisfaction, and continual-improvement principles.
• Familiarity with working across globally distributed technical and operational teams.

Benefits

• Competitive salary.
• Comprehensive benefits.
• Great perks to our global Team.
• Professional and career development opportunities.

Company Description

Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients, who are hedge funds and other investment firms. Founded in 2016, we have grown year over year through our uncompromising focus on service. We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first.