Information Technology Service Management Analyst

5 days ago

Islamabad, Islamabad, Pakistan AIM Inc. Full time 1,200,000 - 3,600,000 per year

About the Role

We are seeking a proactive and detail-oriented ITSM Associate
to join our team. This role will provide direct support to the IT Service Manager in driving Release Management, Change Management, internal IT initiatives, and client support operations. The ideal candidate will have a strong foundation in ITIL practices, excellent organizational skills, and the ability to collaborate with cross-functional teams to ensure smooth delivery of IT services and projects.

Key Responsibilities

Release & Change Management

  • Assist in planning, coordinating, and executing release activities across QA, Staging, and Production environments.
  • Maintain the release calendar and ensure effective communication with stakeholders.
  • Support in reviewing, documenting, and tracking change requests in line with ITIL processes.
  • Ensure changes are risk-assessed, tested, approved, and communicated before implementation.

Internal IT Initiatives

  • Collaborate with IT teams to track, monitor, and deliver internal IT projects and process improvement initiatives.
  • Maintain documentation for IT processes, SOPs, and knowledge base articles.
  • Support onboarding and offboarding activities, including access management and hardware/software provisioning.

Client Support

  • Assist in handling client service requests, incidents, and escalations as needed.
  • Monitor ticket queues, track SLAs, and ensure timely resolution and updates to clients.
  • Support reporting activities (weekly/monthly dashboards, SLA compliance, and KPIs).

Collaboration & Governance

  • Work closely with cross-functional teams (Development, QA, Cloud, DBA, Security) to ensure alignment of release and change activities.
  • Support in preparing and facilitating CAB (Change Advisory Board) meetings and release readiness reviews.
  • Contribute to continual service improvement by identifying gaps and proposing process enhancements.

Qualifications & Skills

  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
  • 2–3 years of experience in IT Service Management, Release Management, or Change Management.
  • Familiarity with ITIL best practices (ITIL v4 Foundation certification is a plus).
  • Hands-on experience with ticketing tools (e.g., Jira, ServiceNow, Azure DevOps).
  • Strong organizational and documentation skills with attention to detail.
  • Ability to multitask and work under pressure in a fast-paced environment.
  • Strong communication and stakeholder management skills.

Why Join Us?

  • Be part of a growing ITSM practice with exposure to diverse projects and clients.
  • Opportunity to learn directly from IT leaders and gain hands-on experience across multiple ITIL domains.
  • Collaborative and supportive work culture with career development opportunities.

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