Information Technology Service Management Analyst

Job Summary

We are looking for a hands-on IT Service Management (ITSM) Analyst. The

ITSM Analyst

is responsible for ensuring stability, reliability, and continuous improvement of IT services supporting global logistics operations. This role plays a critical part in

major incident management ,

ITSM process excellence , and

ITSM tool (e.g., ServiceNow) administration , ensuring minimal disruption to time‑critical supply chain and logistics services.

The ITSM Analyst works closely with

infrastructure, application, security, and vendor teams

to restore services quickly, provide clear communication to stakeholders, and drive process maturity across Incident, Problem, Change, and Service Request Management

Key Responsibilities

1. Major Incident Management
Act as the incident commander for high‑severity (Priority 1 / 2) incidents impacting logistics, warehouse, transportation, and customer‑fa...