Service Management Analyst

About the role

Atlas Technica is seeking a Service Management Analyst to join its Service Management team. This client‑facing, remote position supports hedge fund and investment‑firm clients, improving service performance and driving accountability across incident, problem, and risk management.

Key responsibilities

• Drive incident follow‑up, escalations, SLA risk monitoring, and backlog‑reduction initiatives for assigned clients.
• Identify recurring incidents, facilitate Root Cause Analyses, and support Major Incident Management activities.
• Monitor service health metrics (SLAs, KPIs, CSAT) and prepare Quarterly Business Reviews for internal and external stakeholders.
• Own Service Improvement Plans, produce accurate service reporting, and support policy‑compliance reviews and audits.
• Partner with NOC, Support, Onboarding, and other teams to improve handoffs, create SOPs, playbooks, and knowledge‑base content.

Required profile

• 2–5 years of experience in service delivery, IT operations, or service management.
• Working knowledge of ITIL practices (Incident, Problem, Change Management, continual service improvement).
• Strong analytical, reporting, and organizational skills with the ability to influence technical teams without direct authority.
• Excellent written and verbal communication, especially in client‑facing contexts.
• Bachelor’s degree or equivalent professional experience.

Required skills

• ITIL framework
• ITSM/ticketing platforms
• Root Cause Analysis documentation
• Data‑visualization and reporting tools (Power BI, Excel)
• Familiarity with ConnectWise Manage or similar ITSM platforms (desirable)

What we offer

• Competitive salary
• Comprehensive benefits and perks
• Professional development opportunities
• Remote work with consistent Eastern Time availability