RS · 22 hours ago
ITSM Operations Analyst
Fort Worth, TX
Full-time
Onsite
Mid LevelRS is a global provider of industrial products and solutions, aiming to support their customers with maintenance, repair, and operation needs. They are seeking an ITSM Operations Analyst to coordinate ITIL-aligned service operations, ensuring high-quality support for business-critical systems across various ITIL processes.
Wholesale
Responsibilities
Support the ITIL processes across Incident, Problem, Change, and Request Management
Coordinate resolution efforts for Priority 1 and 2 incidents & Managed P3’s, ensuring timely restoration of services
Conduct post-incident reviews and ensure documentation of lessons learned
Manage and track all problem actions and ensure they are signed off by service owners and agreed by action owners
Maintain effective working relationships with third-party support partners and internal resolver groups
Contribute to continuous improvement initiatives across service operations
Perform trend analysis across ITIL processes and SLA/KPI metrics
Participate in the assessment of Non-Standard requests
Participate in CAB meetings and support change assessments for business impact and risk
Support onboarding of new services and companies into the ITSM ecosystem
Act as a point of contact for service-related issues and escalations
Identify and drive resolution of aged tickets across resolver groups, ensuring accountability and timely closure
Attend MSP monthly governance meetings to review metrics and performance trends
Participate in out-of-hours call-out for Major Incident Management within a rota
Qualification
Required
Experience in IT Operations or Service Support roles within a global or regional business
Working knowledge of ITIL v4 frameworks and practical application across service domains
Familiarity with managing SLAs, KPIs, and service improvement activities
Strong communication and stakeholder engagement skills
Ability to remain calm and focused under pressure, especially during major incidents
Analytical and problem-solving skills with a proactive approach
Company
We are a high-service global product and service solutions provider for industrial customers, enabling them to operate efficiently and sustainably.
Founded in 1937
5001-10000 employees
H1B Sponsorship
RS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (2)
2023 (1)
2022 (2)
Funding
Current Stage
Late StageLeadership Team
Barbara Oelschläger
HR Business Partner DACH
Recent News
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