Service Management Analyst

🔥 12 hours ago

🇺🇦 Ukraine – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

🧐 Business Analyst

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Atlas Technica

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🔒 Cybersecurity

💸 Finance

Cybersecurity • Finance

Atlas Technica is a strategic partner for the Alternative Investment Industry, providing outsourced IT services focused on technological excellence. The company offers a range of services including designing IT infrastructure for optimal performance, scalability, and cost-efficiency, ensuring alignment with business objectives. Atlas Technica also specializes in cybersecurity solutions to protect against cyber threats and ensure compliance with industry regulations. As a 'Public Cloud First' company, Atlas Technica provides cloud transformation services that enhance agility, flexibility, and resource accessibility. By focusing on multi-layered security protocols, they safeguard sensitive investment data, ensuring confidentiality and integrity for their clients.

📋 Description

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives • Identify recurring incidents, trends, and systemic issues requiring Problem Management and coordinate follow-through • Facilitate Root Cause Analyses and ensure complete, client-ready documentation • Support Major Incident Management by coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks • Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and other operational indicators • Prepare and lead client Quarterly Business Reviews covering service performance, trends, risks, incidents, problems, and improvement initiatives • Own and drive Service Improvement Plans and corrective-action initiatives • Deliver accurate, timely service reporting and dashboards and translate performance data into actionable insights • Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions • Track ITIL-aligned process adherence and document gaps, exceptions, risks, and recommended improvements • Partner with Service teams to create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices • Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams • Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients

🎯 Requirements

• 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 • Experience 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 globally distributed technical and operational teams

🏖️ Benefits

• Competitive salary • Comprehensive benefits • Great perks • Professional and career development opportunities • Remote work arrangement • International contractor engagement