Scan your resume against ATS criteria for this Service Excellence, Senior Analyst role at MRO Corporation.
At the heart of every great technology organization is a commitment to reliability, innovation, and exceptional service. As a
, you'll play a key role in driving that mission forward.
You'll work across teams to strengthen
practices, uncover opportunities for improvement, and help deliver stable, high-quality IT services that our employees and customers depend on every day. We're looking for someone with strong
, an analytical mindset, and a passion for turning operational challenges into opportunities for service excellence and transformation.
This is more than a support role. It's an opportunity to influence how IT operates, improve organizational resilience, and help shape the future of service delivery.
Support the Incident Management process to ensure timely resolution of IT service disruptions. Lead rapid response rooms (war rooms) for critical business‑impacting incidents, drive incidents through to resolution, and ensure timely, accurate, and consistent communications with all relevant stakeholders.
Actively drive the Problem Management process by identifying root causes of major service disruptions. Lead investigations, perform root cause analysis, and implement preventive actions to reduce repeat incidents and improve service stability.
Support the Change Management process by assisting with change assessments, documentation, scheduling, and post-implementation reviews to minimize risk and service disruption.
Monitor trends, alerts, and incident data to identify potential issues early. Contribute to preventive actions and risk mitigation efforts in collaboration with other IT teams.
Use Jira Service Management to track and manage incidents, problems, and changes. Assist with maintaining workflows and ensuring accurate ticket documentation and data quality.
Contribute to continuous service improvement initiatives by analyzing service performance metrics, identifying improvement opportunities, and supporting the implementation of best practices.
Assist in tracking ITSM metrics and KPIs. Help prepare regular reports and dashboards that provide insights into service performance and trends.
Work collaboratively with Service Desk, Application Support, Infrastructure, Engineering and Product business teams to support ITSM processes and ensure clear, consistent communication.
Maintain accurate and up-to-date documentation for ITSM processes, procedures, and incident/problem records.
Bachelor’s degree in Computer Science, Information Technology, or a related field required. ITIL Foundation certification preferred.
At least 5 years of experience in IT Service Management or related IT operations roles
Hands-on experience with Incident, Problem, and Change Management processes
Experience with Jira Service Management or similar ITSM tools preferred
Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside of normal business hours when required
Strong communication and interpersonal skills
Solid analytical and problem-solving abilities
Ability to manage multiple tasks and priorities in a fast-paced environment
Working knowledge of ITIL frameworks and ITSM best practices
Attention to detail and commitment to process adherence
Proactive mindset focused on service quality and risk reduction
Experience leveraging AI tools (e.g., Microsoft Copilot, Claude) to improve productivity and service delivery
Ability to Make an Impact: Motivated by contributing to service stability, customer satisfaction, and organizational success
Base pay is element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.
_ It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity._
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USD $74,000.00 - USD $99,000.00 /Yr.
medical, dental, vision, life insurance, and a 401(k) plan._
How to apply for Service Excellence, Senior Analyst at MRO Corporation?
Click the "Apply on Company Website" button on this page to submit your application directly on the employer's official portal.
What is the salary for this role?
The salary for this role is $74,000.00 per annum.
What experience is required?
5+ years of experience is required.
Is this position still open?
Yes, currently active and accepting applications.
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Service Excellence, Senior Analyst
MRO Corporation · US
