IT Service Analyst

Overview

Support governance, reporting, and vendor coordination for outsourced IT services.

Key Responsibilities

• data integrity
• process automation
• dashboards
• incident management
• cloud migration
• vendor monitoring

Tasks

-Ensure data integrity within ITSM tools (e.g., ServiceNow) and CMDB. -Identify opportunities to automate and streamline service processes. -Contribute to the evolution of service delivery by identifying gaps, inefficiencies, and opportunities for innovation. -Assist in embedding continuous improvement and agile service management practices. -Maintain and enhance dashboards and reports tracking SLAs, KPIs, service trends, and risks. -Coordinate incident, change, and issue records to ensure timely resolution and quality post-incident analysis. -Collaborate with cross-functional teams to pilot new service capabilities and measure impact. -Support commercial activities including renewals, contract reviews, and vendor onboarding. -Provide actionable insights for service reviews and performance improvement. -Engage with internal stakeholders to capture service demand and communicate service status effectively. -Support the transition from legacy service models to modern, user-centric, and cloud-enabled solutions. -Monitor vendor performance and ensure timely updates on tickets and service improvement plans. -Promote process adherence and contribute to the development of knowledge articles and user communications.

Requirements

• servicenow
• itil v4
• process improvement
• multi‑vendor
• 3-5 yrs
• communication

What You Bring

-3–5 years of experience in IT service operations or analysis within an ITIL-aligned environment. -Proficiency with ITSM platforms such as ServiceNow, BMC, or Cherwell, and experience in reporting and data visualization. -Experience supporting service transformation or process improvement initiatives is a plus. -Exposure to a dynamic, multi-vendor service environment within a fast-growing energy business. -ITIL v4 Foundation certification (Intermediate level desirable). -Strong coordination, communication, and stakeholder engagement skills.

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Benefits

-Opportunity to contribute to strategic service transformation initiatives. -Pathway to develop toward Service Delivery Manager responsibilities through hands-on experience and mentorship.

About Orion Group

-Founded in 2019 by a trio of entrepreneurs with a mission to consolidate boutique family-owned service brands. -Partnerships include Jackson Mechanical and specialized platforms in chiller, refrigeration, controls, and heavy mechanical. -Typical projects include multi-site retail HVAC roll-outs, preventive maintenance contracts, and large-scale landscape and snow-management programs. -Commercial landscaping services under its SunWorks banner manage grounds for corporate campuses and distribution hubs nationwide. -Its facilities maintenance network offers interior handyman, roofing, fencing, plumbing, locksmith, and exterior lot care with tech-driven coordination.

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