Itsm Analyst (Xico)

Job Summary

Contract (6 months, with potential extension)

About the Role

We are seeking an experienced Senior IT Service Management (ITSM) Analyst to support a integral IT organization. This position will play a critical role in ensuring the efficient delivery of IT services, with a primary focus on Service Request Management, Incident Management, and continuous process improvement initiatives. The ideal candidate will bring strong knowledge of ITIL best practices, hands‑on experience with ServiceNow and Jira, and a passion for improving service delivery in a fast‑paced enterprise environment.

Key Responsibilities

• Manage and oversee IT service requests from intake through resolution.
• Ensure requests are properly categorized, prioritized, routed, and resolved according to established SLAs.
• Utilize ServiceNow as the primary ITSM platform for ticket management, reporting, and workflow execution.
• Leverage Jira t...