ITSM & Process Analyst

At SILVARE, we’re a dynamic team achieving remarkable results. We’ve built a reputation for delivering fast, impactful results that keep our clients coming back—many of whom are some of the biggest names in tech. What makes us different? We’re easy to talk to, we get straight to the point and we’re all about making things happen.  

We’re proud of the strong relationships we build, both with our clients and our team. We believe in keeping our people happy, whether it’s through improving benefits, having open conversations about their projects or just being there when they need us. It’s this supportive environment that helps us—and our people—thrive.   

If you’re ready to work on exciting projects, grow alongside industry leaders and make a real impact, we’d love to have you join us at SILVARE.  

 

The Role in a Nutshell  

Are you passionate about IT Service Management and governance? Do you thrive on improving processes, ensuring compliance, and driving service excellence? If so, we’d love for you to join our team! We’re looking for an ITSM / IT Governance Analyst to help us elevate our IT services and deliver real value across the organization.

 

Your Day-to-Day  

• Monitoring and supporting ITSM processes (Incident, Problem, Change, Service Request, Knowledge Management, etc.)
• Collaborating with Business Partners, Service Owners, and Project Managers to assess priorities
• Managing and evaluating new IT demands from business units (via Business Partners, not directly from business teams)
• Ensuring proper categorization, documentation, and tracking of demands from submission through implementation
• Coordinating the demand prioritization board with complete data preparation and reporting
• Producing KPI & SLA reports, service performance analyses, and identifying improvement opportunities
• Supporting the design and evolution of the ITSM platform (ServiceNow)
• Ensuring compliance with IT Governance and Risk frameworks (e.g., COBIT, ISO 20000)
• Promoting a culture of continuous improvement in IT services and processes

 

Your Key Strengths

• Bachelor’s degree in Computer Science, Computer Engineering, or a related field
• 4–6 years of professional experience in ITSM and/or IT Governance
• Solid knowledge of ITIL v3 or v4 processes and experience with demand management / project intake
• Hands-on expertise with ITSM tools (ideally ServiceNow)

 

Why You’ll Love Working with Us  

🍽️ Lunch is On Us: Monthly allowance to fuel up with your favorite meals.  

🏥 Health First: Private health and life insurance—because your well-being matters.  

💻 Gadgets Galore: Get your own laptop and a phone plan to keep you connected.  

📚 Learn Without Limits: Unlimited access to Udemy and all the training you need to grow and thrive.  

🚀 Career Rocket Fuel: Personalized coaching and mentorship to level up your skills and hit your career goals.  

🎯 Work with the Best: Step up your game by collaborating with industry-leading clients.  

🌈 Celebrate Diversity: Join a team that values and thrives on different perspectives.

💸Performance pays off: Annual discretionary bonus based on your contributions throughout the year.  

   

 

Eager to Join Us? Jump in and apply today—we’re excited to see what you can bring to our team! 

 

*SILVARE is an Equal Opportunity Employer. SILVARE does not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need. #LI-Hybrid