Senior IT Service Quality Analyst

Location: Cincinnati, OH; hybrid. Applicants must be authorized to work for any employer in the U.S.; visa sponsorship is not available now or in the future.

Company

hirify.global is an insurance holding company.

What you will do

• Establish, monitor, and report on IT service quality metrics, KPIs, SLAs, OLAs, and customer experience indicators.
• Facilitate continual service improvement initiatives across Service Desk, End User Computing, and broader IT operations.
• Evaluate and improve Incident, Problem, and Change Management processes, including root-cause analysis, major incident reviews, and CAB governance.
• Govern Knowledge Management and structured knowledge transfer across teams, vendors, and operational support groups.
• Own CMDB governance, configuration item lifecycle data, relationship mapping, accuracy, completeness, and audit readiness.
• Develop operational and executive dashboards, scorecards, trend analyses, and reporting to support governance and decision-making.

Requirements

• Bachelor’s degree in Computer Science or a related field, or equivalent work experience.
• 2+ years of experience in IT Service Management, Service Quality, IT Operations, or Continual Improvement roles.
• Strong understanding of ITIL principles and experience implementing or improving ITIL-based processes.
• Experience supporting Service Desk, End User Computing, or enterprise IT operational teams and conducting service reviews and quality assessments.
• Experience developing KPI frameworks, dashboards, scorecards, executive reporting, and measurable process improvements.
• ITIL 4 Foundation certification is required; knowledge of Jira/JQL, Excel, Power BI, CMDB architecture, ITAM, and SAM is required.

Nice to have

• ITIL 4 Specialist or Managing Professional certification.
• Certified Jira Administrator, Jira Service Management, HDI Support Center, or Lean Six Sigma Green Belt certification.
• Experience with CMDB governance, service mapping, data certification, IT asset management, software asset management, audits, or compliance reviews.

Culture & Benefits

• Hybrid work environment.
• Competitive salary with professional development and advancement opportunities.
• Medical, dental, vision, and life insurance.
• Short- and long-term disability coverage, Employee Assistance Plan, wellness program, HSA, FSA, and HRA.
• Company match of 100% of a 6% contribution to a 401(k) plan.