ITSM Operations Analyst

Location:

Fort Worth, TX, US, 76118

Brand: RS Americas

Function: Digital & Technology

Work Location: Virtual

Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.

We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.

We are one team. We deliver brilliantly. We do the right thing. We make every day better.

These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.

Together, we can make great things happen. Aim for amazing and beyond. 

Our vision as an Information Services and Technology function is to equip and modernise our organisation with the technology, platforms and services that support and enable our people, and prepare and protect the RS organisation to grow and double our revenue in the next five years.

Role Purpose

We’re looking for an established ITSM Operations Analyst to support and coordinate the delivery of ITIL-aligned service operations across the organisation, ensuring consistent, high-quality support for business-critical systems. The role will involve operating in Incident Management, including Major Incidents, Problem Management, Change Management, and Request Management processes, and act as a point of contact and escalation for ITIL processes.

Responsibilities:

Support the ITIL processes across Incident, Problem, Change, and Request Management.

Coordinate resolution efforts for Priority 1 and 2 incidents & Managed P3’s, ensuring timely restoration of services.

Conduct post-incident reviews and ensure documentation of lessons learned.

Manage and track all problem actions and ensure they are signed off by service owners and agreed by action owners.

Maintain effective working relationships with third-party support partners and internal resolver groups.

Contribute to continuous improvement initiatives across service operations.

Perform trend analysis across ITIL processes and SLA/KPI metrics.

Participate in the assessment of Non-Standard requests.

Participate in CAB meetings and support change assessments for business impact and risk.

Support onboarding of new services and companies into the ITSM ecosystem.

Act as a point of contact for service-related issues and escalations.

Identify and drive resolution of aged tickets across resolver groups, ensuring accountability and timely closure.

Attend MSP monthly governance meetings to review metrics and performance trends.

Participate in out-of-hours call-out for Major Incident Management within a rota

Essential Skills & Experience:

Experience in IT Operations or Service Support roles within a global or regional business.

Working knowledge of ITIL v4 frameworks and practical application across service domains.

Familiarity with managing SLAs, KPIs, and service improvement activities.

Strong communication and stakeholder engagement skills.

Ability to remain calm and focused under pressure, especially during major incidents.

Analytical and problem-solving skills with a proactive approach.