The Service Management Analyst III provides leadership for enterprise Incident and Change Management programs, ensuring effective governance, service stability, and operational resilience. This role coordinates major incident response efforts, oversees change review and approval processes, facilitates executive and stakeholder communications, analyzes operational trends and performance metrics, and drives continuous service improvement initiatives. As a trusted advisor and subject matter expert, the analyst collaborates across technical and business teams to reduce operational risk, improve service availability, and advance organizational service management maturity.

This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX or Louisville, KY.

All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

What you'll be responsible for:
• Lead and coordinate the response to all incidents, ensuring timely restoration of critical business services and technology systems.
• Assess incident impact, risk, and urgency to determine appropriate escalation and communication strategies.
• Facilitate incident bridge calls and drive accountability across technical teams, vendors, and stakeholders.
• Manage stakeholder communications during service disruptions and high-impact events.
• Support and execute Incident and Change Management processes, standards, and governance activities.
• Lead post-incident reviews and ensure corrective actions are documented, tracked, and completed.
• Analyze KPIs (Key Performance Indicators), trends, and operational metrics to identify service improvement opportunities.
• Maintain and enhance process documentation, playbooks, and service management procedures.
• Partner with Service Owners, Product Teams, and Business Leaders to improve service management maturity and operational effectiveness.
• Provide guidance and mentoring to team members and serve as a subject matter expert for Incident and Change Management practices.
• Lead Change Advisory Board (CAB) activities, including agenda management, risk evaluation, and facilitation of change review discussions.
• Assess and challenge proposed changes to ensure appropriate risk mitigation, implementation planning, testing, backout procedures, and stakeholder readiness.
• Monitor change performance and compliance, identifying trends and recommending process improvements to reduce service disruption and operational risk.
• Drive continuous service improvement initiatives through analysis of incident, problem, and change management trends.
• Develop and maintain service management standards, policies, procedures, and governance controls aligned with organizational objectives and industry best practices.
• Identify opportunities to increase operational efficiency through automation, process optimization, and enhanced service management capabilities.
• May perform other job duties as assigned.

What you'll need to have:
• 2 years of experience in IT operations, service management, infrastructure or application support.
• 2 years of experience with ITSM (Information Technology Service Management) platforms and processes, including ServiceNow or similar tools.
• Experience coordinating cross-functional teams during incidents, outages, or service disruptions.
• Strong analytical, problem-solving, organizational, and communication skills.
• Ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Ability to influence outcomes and drive accountability across teams without direct authority.
• Ability to participate in on-call rotations and support critical incidents outside normal business hours.

What would be nice for you to have:
• Bachelor's degree in an IT-related field.
• ITIL Foundation or other ITSM-related certifications.
• Knowledge of Incident, Change, Problem, and Service Management best practices.
• Experience supporting continuous improvement initiatives and operational governance programs.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.