Senior Service Management Analyst - Cybersecurity Technology

Outstanding long-term contract opportunity! A well-known Financial Services Company is looking for a Cybersecurity Technology IT Service Management Lead in Charlotte, NC (Hybrid).

Work with the brightest minds at one of the largest financial institutions in the world. This is a long-term contract opportunity that includes a competitive benefit package! Our client has been around for over 150 years and is continuously innovating in today’s digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers’ financial needs and helping people succeed financially, apply today.

Contract Duration: 12 Months

Pay rate: $43.30/hour - $48.79/hour W2

**W2 only; no C2C**

Required Skills & Experience

• 8+ years of Service Management experience, or equivalent experience demonstrated through work experience, training, military experience, or education.
• Strong knowledge of ServiceNow, ITIL, and Service Desk principles.
• Proficiency with the Microsoft Office Suite.
• Experience working in a fast-paced, operationally intensive technology environment.
• Strong written and verbal communication skills, with the ability to clearly communicate results to stakeholders and leadership.
• Strong analytical, organizational, and problem-solving skills.

Desired Skills & Experience

• Prior experience and a proven track record supporting large-scale, operationally intensive transformation initiatives across operations and technology.
• Experience designing and operationalizing ITIL methodologies.
• Experience with reporting analytics, metrics, dashboards, and portfolio management.
• Strong understanding of Agile and product management principles.
• Strong understanding of ServiceNow workflows, processes, reporting, and governance.
• Experience supporting cybersecurity, information security, or technology operations organizations.
• Knowledge of change planning, change delivery, change governance, and risk controls.
• Ability to develop an independent point of view and lead through complex problem-solving.
• Excellent written and oral communication skills, with the ability to communicate effectively across all levels of the organization.
• A BS/BA degree or higher.
• ITIL, ServiceNow, or related professional certifications.

What You Will Be Doing

• Identify Technology Execution opportunities and strategies for process improvement, risk control development, operational excellence, and process efficiency.
• Lead assigned Technology Execution initiatives, ensuring solutions are designed, integrated, controlled, and aligned with business objectives.
• Interpret, develop, and implement policies and procedures that support improvements across operations, capabilities, culture, quality, and stakeholder relationships.
• Collaborate with and influence functional management to obtain resources, influence outcomes, resolve conflicts, and maintain alignment with company strategies, policies, and business objectives.
• Support a culture of talent development and continuous improvement.
• Apply knowledge of the change-planning process to ensure change initiatives are designed, integrated, and controlled to improve effectiveness, limit risk exposure, and create efficiencies.
• Apply knowledge of the change-delivery process to ensure initiatives are delivered on time and with the quality required to achieve customer and business outcomes.
• Implement and facilitate measurement, reporting, dashboard, and portfolio-management routines to drive transparency throughout the change lifecycle.
• Ensure adherence to ECM, Cybersecurity change procedures, Service Management policies, and other applicable enterprise requirements.
• Identify short- and long-term opportunities to improve processes, strengthen risk controls, and enhance operational efficiency.