Senior Incident Management Systems Analyst

Job Summary The Senior Incident Management Systems Analyst will be responsible for enhancing and maturing Incident Management practices by improving processes, reducing manual effort, and driving operational efficiency. This role focuses on implementing scalable solutions aligned with ITIL v4 principles to minimize incident impact and improve overall IT service performance. Key Responsibilities Design and implement improvements across the Incident Management lifecycle aligned with ITIL v4 Enhance incident coordination and communication using tools such as Service Operations Workspace, Statuspage, Zoom, and Microsoft Teams Identify and eliminate manual or inefficient processes through automation Drive standardization and governance of Incident Management practices across IT Translate process and policy requirements into platform solutions, primarily using ServiceNow Analyze incident trends to identify opportunities for reducing frequency and impact Collaborate with cross-functional teams to implement process improvements Ensure continuous improvement of operational efficiency and service quality Required Qualifications Bachelor's degree or equivalent experience 8+ years of experience in IT operations, service management, or systems/process analysis Proven experience leading Incident Management process improvements Strong knowledge of ITIL v4 Incident Management practices Experience automating operational processes Ability to work independently and influence stakeholders across teams Strong analytical, problem-solving, and communication skills Preferred Qualifications ITIL v4 certification Six Sigma or continuous improvement training Hands-on experience with ServiceNow Incident Management Experience with incident communication and collaboration tools Certifications ITIL v4 Certification