Senior IT Service Management Analyst (ITSM Analyst)

Job Summary

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Are you a change agent, skilled in designing processes and solutions across Enterprise IT?  Do you consider yourself an internal consultant that likes to study industry best practices and emerging technologies to design and deliver modern IT operations processes?  Do you enjoy managing processes as much as you enjoy designing them?  If so, join our team! 

We are seeking a Senior IT Operations Analyst to take on the responsibility of formalizing and operationalizing the IT operations processes on our new ServiceNow platform.  In this role, you will define, operationalize, and improve many of our ITIL operations processes including Major Incident Management, Problem Management, Change Management, and Configuration Management across Enterprise IT at MathWorks. 


  • Lead process design, requirements analysis, and solutioning of IT operations processes including major incident management, problem management, change management, and configuration management. 

  • Manage IT operations processes (e.g., Lead the Change Advisory Board, facilitate problem management analysis, facilitate root cause analysis, etc.). 

  • Measure continuous improvement effectiveness by defining operational quality metrics and KPIs. 

  • Develop dashboards using visualization tools like PowerBI, Splunk, Grafana.  

Minimum Qualifications

  • A bachelor's degree and 7 years of professional work experience (or a master's degree and 5 years of professional work experience, or a PhD degree, or equivalent experience) is required.
  • Visa sponsorship will not be provided for this position.
  • Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.

Additional Qualifications

  • Experience facilitating meetings and driving managers and technical staff to make key decisions. 

  • Experience gathering and analyzing service management business process requirements. 

  • Knowledge of industry best practices in IT processes such as ITIL, ITSM, ITOM, DevOps, and LEAN. 

  • Experience designing and configuring commercial-off-the-shelf (COTS) software. 

  • Experience developing dashboards using visualization tools (e.g., MS PowerBI, Tableau, Splunk, Grafana). 

Why MathWorks?

It’s the chance to collaborate with bright, passionate people. It’s contributing to software products that make a difference in the world. And it’s being part of a company with an incredible commitment to doing the right thing – for each individual, our customers, and the local community.

MathWorks develops MATLAB and Simulink, the leading technical computing software used by engineers and scientists. The company employs 5000 people in 16 countries, with headquarters in Natick, Massachusetts, U.S.A. MathWorks is privately held and has been profitable every year since its founding in 1984.

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The MathWorks, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics. View The EEO is the Law poster and its supplement.

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