Title: Service Management Analyst Reports to: Manager, Service Management Department: Service Management Location: Ukraine – Remote Schedule: 9:00 AM – 6:00 PM Eastern Time Term: International Contractor
About Atlas Technica
Atlas Technica’s mission is to shoulder IT management, user support, and cybersecurity for our clients, who are hedge funds and other investment firms. Founded in 2016, we have grown year over year through our uncompromising focus on service.
We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first. At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now!
Position Overview
We are seeking a Service Management Analyst to join our growing Service Management team. This is a proactive, client-facing role responsible for improving service performance, driving accountability, and coordinating cross-functional resolution of incidents, problems, risks, and service-improvement initiatives across assigned client environments.
The Service Management Analyst will lead ITIL-aligned Incident and Problem Management activities, facilitate Root Cause Analyses, support Major Incident Management events, monitor client service health, and partner across Service teams to ensure issues are resolved thoroughly and recurring problems are addressed at their source.
The successful candidate will combine strong operational judgment, analytical thinking, client communication, and follow-through with the ability to influence technical and non-technical teams without direct authority. Success in this role will be reflected through improved SLA performance, reduced recurring incidents and backlog, stronger client satisfaction, high-quality incident and RCA documentation, timely reporting, effective compliance follow-through, and proactive identification of service risks before they become client-impacting issues.
Position Responsibilities:
Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives
Identify recurring incidents, trends, and systemic issues that require Problem Management and coordinate the appropriate follow-through
Facilitate Root Cause Analyses, ensuring technical contributors provide complete findings and documentation meets internal and client-ready quality standards
Support Major Incident Management activities in partnership with the Incident Response Manager, including coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and other operational indicators to identify emerging risks and improvement opportunities
Prepare and lead client Quarterly Business Reviews, presenting service performance, trends, risks, incidents, problems, and improvement initiatives to internal and external stakeholders
Own and drive Service Improvement Plans and other corrective-action initiatives designed to improve service quality, reduce recurring issues, and strengthen client satisfaction
Deliver accurate, timely service reporting and dashboards while translating performance data into actionable insights for leadership and service teams
Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions across Service functions
Track adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements
Partner with Service teams to create and improve playbooks, Standard Operating Procedures, know
