Service Management Practice Analyst III

Location: Remote, with candidates required to live within approximately 70 miles of the Allen, Texas or Louisville, Kentucky offices. Occasional onsite interviews or in-person onboarding may be required.

Company

hirify.global develops secure digital banking and payment technology for community banks and credit unions.

What you will do

• Lead responses to incidents and service disruptions, coordinating technical teams, vendors, stakeholders, and incident bridge calls.
• Assess incident impact, risk, and urgency; manage escalation and executive communications during high-impact events.
• Support Incident and Change Management processes, governance standards, and Change Advisory Board activities.
• Lead post-incident reviews, track corrective actions, and evaluate proposed changes, testing, rollback plans, and stakeholder readiness.
• Analyze KPIs, operational trends, and incident, problem, and change data to identify service improvement opportunities.
• Maintain service management documentation, policies, playbooks, and controls while mentoring colleagues and advising cross-functional teams.

Requirements

• At least 2 years of experience in IT operations, service management, infrastructure, or application support.
• At least 2 years of experience with ITSM platforms and processes, including ServiceNow or similar tools.
• Experience coordinating cross-functional teams during incidents, outages, or service disruptions.
• Strong analytical, problem-solving, organizational, and communication skills, with the ability to influence outcomes without direct authority.
• Ability to manage multiple priorities in a high-pressure environment and participate in on-call rotations outside normal business hours.
• Must live within approximately 70 miles of Allen, Texas or Louisville, Kentucky.

Nice to have

• Bachelor’s degree in an IT-related field.
• ITIL Foundation or another ITSM-related certification.
• Knowledge of Incident, Change, Problem, and Service Management best practices.
• Experience with continuous improvement initiatives and operational governance programs.

Culture & Benefits

• Benefits supporting physical, mental, and financial wellbeing.
• Culture centered on collaboration, inclusion, sustainability, and community impact.
• Work connected to technology modernization, secure data access, fraud mitigation, and system integration for financial institutions.
• Remote work arrangement with limited travel of approximately 5%.