Service Management Centre Analyst

Robert Half • Alpharetta, GA • 1h ago

Description

We are looking for a Service Management Centre Analyst to serve as a central coordination point during production incidents and service disruptions. This role is focused on incident coordination, communication, escalation management, and service restoration rather than hands-on technical troubleshooting.

Key Responsibilities:

· Act as the central coordination point during production incidents and service disruptions.

· Lead and facilitate major incident bridge calls involving technical and business stakeholders.

· Coordinate technical teams and drive restoration activities through incident resolution.

· Assess business impact and ensure appropriate escalation of critical issues.

· Maintain situational awareness throughout the incident lifecycle.

· Deliver timely and effective incident communications to stakeholders.

· Monitor the health and performance of business-critical applications and services.

· Analyze events, alerts, and operational data to identify service-impacting issues.

· Coordinate proactive actions to minimize service disruptions and prevent incidents.

· Support operations across hybrid-cloud and on-premises environments.

· Support Incident, Event, Change, Problem, and Major Incident Management processes.

· Maintain accurate and complete records within ServiceNow.

· Ensure adherence to ITIL-based service management practices.

· Promote operational excellence through process consistency and discipline.

· Facilitate Root Cause Analysis (RCA) activities following major incidents.

· Coordinate post-incident reviews and corrective action planning.

· Identify recurring issues, trends, and opportunities for process improvement.

· Drive accountability for long-term resolutions and preventative measures.

· Contribute to automation, operational maturity, and service improvement initiatives.

Requirements

Core Qualifications:

· Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

· Experience coordinating Major Incidents, Incident Management activities, or Production Support operations.

· Strong understanding of ITIL service management processes, including Incident, Problem, Change, and Major Incident Management.

· Experience facilitating incident bridges and coordinating cross-functional technical teams.

· Demonstrated ability to manage communications and escalations during high-pressure operational incidents.

· Experience using ServiceNow or comparable ITSM platforms.

· Excellent verbal and written communication skills with the ability to interact effectively with technical and business stakeholders.

· Ability to assess business impact, prioritize incidents, and drive service restoration efforts.

· Experience working within 24x7 production support, service operations, or command center environments.

· Strong analytical, organizational, and problem-solving skills.

Preferred Qualifications:

· Experience leading Major Incident Management activities within enterprise environments.

· Experience with Problem Management and Root Cause Analysis (RCA) methodologies.

· Background working in Service Operations, Enterprise Command Centers, or Operational Command Centers.

· Knowledge of cloud platforms and hybrid infrastructure environments.

· Familiarity with event management and monitoring tools.

· Working knowledge of Windows, Linux, and networking fundamentals.

· Experience driving continuous service improvement initiatives.

· ITIL Foundation or advanced ITIL certifications.

· Experience contributing to automation efforts that improve operational efficiency.

· Ability to influence stakeholders and drive outcomes without direct authority.

Technology Doesn't Change the World, People Do.®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .

Similar Jobs

Sales Enablement Manager

IHG • Atlanta, GA • 29min ago

Management & Administrative

The Sales Enablement Manager is responsible for overseeing development strategy through talent development, onboarding, communications, change management, and program coordination. The role helps ensure new processes, to...

29min ago

Go to Apply

Structures / Roadway Office Leader

Johnson, Mirmiran, and Thompson Inc. • Atlanta, GA • 1h ago

Management & Administrative

Johnson, Mirmiran & Thompson is a dynamic, 100% employee-owned consulting firm with more than 2,800 professionals, providing a full range of multidisciplinary engineering, architecture, information technology, and re...

1h ago

Go to Apply

Highways Project Manager

Johnson, Mirmiran, and Thompson Inc. • Atlanta, GA • 1h ago

Management & Administrative

1h ago

Go to Apply

Customer Service Specialist

Sherwin-Williams • Atlanta, GA • 1h ago

Management & Administrative

This position is essential to the success of our retail stores. Customer Service Specialists work closely with wholesale and retail customers to determine their needs, answer their questions about Sherwin-Williams produc...

1h ago

Go to Apply

Lead, Supply Chain Program Management

L3Harris • Alpharetta, GA • 4h ago

Management & Administrative

L3Harris is dedicated to recruiting and developing high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers' mission and quest for professional growt...

4h ago

Go to Apply

Senior Business Intelligence Manager

GE Aerospace • Atlanta, GA • 4h ago

Management & Administrative

Job Description Summary The Business Intelligence team is a high-impact group of business operations professionals who love data and technology. We standardize and digitize processes, automate reporting, and convert data...

4h ago

Go to Apply

Associate Vice President, Global Sustainability

AGCO Corporation • Duluth, GA • 4h ago

Management & Administrative

Associate Vice President, Global Sustainability Date: Sep 14, 2026 Req ID: 104698 Location: Stoneleigh, ENG, GBMogi das Cruzes, SP, BRBudapest, Central Hungary (Közép-Magyarország), HUMarktoberdorf, DEBreganze, ITMadrid,...

4h ago

Go to Apply

Invest & Operate Portfolio Manager

Truist • Atlanta, GA • 5h ago

Management & Administrative

The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which w...

5h ago

Go to Apply

Branch Operations Associate Manager Grayson

Wells Fargo • Grayson, GA • 5h ago

Management & Administrative

Why Wells Fargo: Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader - we're a global trailblazer committed to driving innovation, empowering communities, and helping our c...

5h ago

Go to Apply

Manager, Security Engineering & Platforms

Cardinal Health • Atlanta, GA • 6h ago

Management & Administrative

US-Nationwide-FIELD Full time 20187734 What Information Security and Risk contributes to Cardinal Health Information Technology oversees the effective development, delivery, and operation of computing and information ser...

6h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)