Sr Analyst, ITSM

Your Future Evolves Here

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.

What You’ll Be Doing:

• Sr. Analyst ITSM

Senior Analyst ITSM at Evolent serves an experienced individual, who would support in leading ITSM initiatives across the Enterprise IT landscape. Individuals would be responsible for driving initiatives alongside specialized operational support activities for ITSM practices including, but not limited to, Change, Problem, Service Level, and Incident Management practices.

Collaboration opportunities

Within this position you will get exposure to collaborating with the world class global team and utilize best in class tools to solve complex business and technical problems while collaborating with diverse technology and business staff across the organization.

What you will be doing:

Our Global Service Delivery team is looking for a Senior Analyst ITSM who can support and lead initiatives towards IT Service Management practices i.e., Incident, Change, Problem and Service level management etc. The role desire is to manage operational within IT business functions with an ability to adapt and explore new opportunities and implement strategies towards maximizing the IT landscape in achieving high standards and sustainability towards an organization.

Responsibilities:

1. ITSM Process Operations & Governance

• Support and optimize core ITSM processes including Incident, Problem, Change, Service Level, Knowledge, Asset/CMDB, and Continual Service Improvement through Jira-based workflows, governance, and reporting.
• Develop and maintain SOPs, process documentation, knowledge articles, dashboards, reports, and stakeholder presentations for ITSM processes.
• Drive adoption of standardized Jira workflows, SLAs/OLAs, approvals, and reporting to improve consistency and transparency.

2. Analytical & Data-Driven Decision making

• Demonstrate strong analytical and critical thinking skills to identify trends, operational risks, service gaps, and improvement opportunities.
• Leverage data, dashboards, and KPIs to drive informed decision-making and service improvements.
• Translate operational metrics into actionable business insights and recommendations for leadership, process owners, technical teams, and business stakeholders, including risk summaries, improvement proposals, trend narratives, and value-realization reporting

3. AI & Emerging Technologies Awareness

• Maintain practical awareness of AI, automation, and digital operations technologies relevant to modernizing IT Service Management and Jira Service Management.
• Identify and implement opportunities to leverage AI-driven insights, virtual assistants, workflow automation, and predictive analytics within ITSM processes.
• Evaluate emerging technologies and reporting capabilities with a focus on safe adoption, measurable outcomes, process fit, and governance readiness before operational adoption.

4. Continuous Service Improvement

• Champion Continuous Service Improvement (CSI) by identifying process friction, stakeholder pain points, and opportunities to simplify or automate service delivery by implementing process enhancements.
• Drive improvement initiatives from ideas through implementation, including workflow optimization, SOP updates, dashboard enhancements, etc. together with measurable service-quality outcomes.
• Use problem management traits to reduce service interruptions and improve operational predictability.

5. Weekly Cadence Facilitation

• Coordinate incident response, communication, and service restoration.
• Drive RCA reviews, remediation tracking, and recurrence prevention.
• Facilitate CAB/eCAB activities, approvals, and Change governance.
• Support request intake, routing, approvals, SLAs, and transparency in JSM.
• Participate in operational standups and monthly ITSM KPI reviews.
• Track actions, decisions, risks, owners, and drive timely closure

6. Communication & Influence

• Promote a culture of accountability, transparency, customer focus, service reliability, and continuous improvement.
• Communicate & Influence cross-functional teams without direct authority by using clear facilitation, data-backed recommendations, risk framing, action tracking, and collaborative follow-through
• Ability to communicate technical concepts effectively to both technical and business audiences.

Experience:

• Bachelor’s or master’s degree in information technology, Computer Science, or a related field.
• 5+ years of experience in IT Service Management or in equivalent role.
• Hands-on experience in process optimization, best practice approach, technology efficiency, and effectiveness.
• Self-starter and Team player who can handle pressure and meet timelines.
• Excellent communication, analytical and critical thinking skills.·      
• Detail-oriented, organized, and able to work independently to prioritize and execute tasks.
• Ability to build trust and form effective relationships with team members and stakeholders.
• Proficient understanding of ITIL/ITSM framework.
• Experience working with global and remote teams preferably in healthcare industry.
• Familiarity with JIRA and collaboration tools such as Confluence and SharePoint.  

Additional must have - 

Shift timing is 02:30pm - 11:30pm IST, willingness to work across night shift 06:30 pm to 03:30 am, as needed by the organization.

#LI remote

To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo ID. We conduct identity verification during interviews, and final interviews may require onsite attendance. All candidates must complete a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment. The use of artificial intelligence tools during interviews is prohibited and monitored. Misrepresentation will result in immediate disqualification from consideration.

Mandatory Requirements:

Employees must have a high-speed broadband internet connection with a minimum speed of 50 Mbps and the ability to set up a wired connection to their home network to ensure effective remote work. These requirements may be updated as needed by the business.

Evolent is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact recruitingteam@evolent.com for further assistance.