Bloomberg
ITSM Specialist - Operations Analyst
$150K–$160K
New York · Full-time · Posted Oct 28, 2026
- Experience
- 5+ years supporting a large enterprise environment; 5+ years on an End User Services team.
- Education
- Bachelor’s degree in a related field, or equivalent industry experience.
About the job
Defines and maintains IT service management standards, measures practice health, and leads continual improvement across an enterprise portfolio.
What you'll do
- Design and maintain ITSM practice standards, intake criteria, escalation paths, and documentation.
- Report and analyze KPIs/SLAs, identify gaps, and drive continual improvement.
- Partner with platform owners and stakeholders to enforce standards and communicate practice health.
What they ask for
- Bachelor’s degree in a related field, or equivalent industry experience.
- 5+ years of experience supporting a large enterprise environment and 5+ years on an End User Services team.
- ITIL v4 Foundations certification and strong working knowledge of ITIL and ITSM principles.
- Experience with ServiceNow or another enterprise ITSM platform, owning or executing a Service Management practice, and reporting practice-health metrics to leadership.
Nice to have
- Additional ITIL v4 Specialist-level certification beyond Foundation.
- Experience in a regulated or complex enterprise environment, major incident management, knowledge management, continual service improvement, or applying AI/automation to ITSM workflows.
Pay
150,000 - 160,000 USD Annual (base salary)
Tools
ServiceNow, ITIL v4
AI focus
Working familiarity with AI-assisted tools for drafting, analysis, and documentation; applying AI or automation to analyze practice data, build reporting, or streamline ITSM workflows is preferred.
Model-written summary · the original posting is authoritative