We have partnered with our client in their search for a SMC Analyst
Responsibilities
- Lead Operational Response
* Act as a central coordination point during production incidents and service disruptions.
* Coordinate technical teams during major incidents and drive restoration activities to resolution.
* Assess business impact and ensure appropriate escalation of critical issues.
* Lead incident communications to technical and business stakeholders.
* Facilitate bridge calls and maintain clear situational awareness throughout incident lifecycles.
* Influence technical teams and drive outcomes during high-pressure situations.
Drive Service Stability
* Monitor the health and performance of business-critical services.
* Analyse events and alerts to identify service-impacting issues.
* Coordinate proactive actions to prevent incidents and minimise business disruption.
* Support production operations across hybrid cloud and on-premises environments.
Deliver ITIL-Aligned Service Management
* Support Incident, Event, Change, Problem, and Major Incident Management processes.
* Ensure high-quality documentation and accurate records within ServiceNow.
* Promote operational discipline while identifying opportunities to improve processes.
Lead Problem Management & Root Cause Analysis
* Lead Root Cause Analysis (RCA) activities following major incidents and recurring service disruptions.
* Facilitate post-incident reviews, working with technical teams to identify underlying causes rather than symptoms.
* Coordinate corrective and preventative actions to reduce repeat incidents and improve service reliability.
* Identify recurring trends, risks, and opportunities for continual service improvement.
* Drive accountability for long-term fixes, not just short-term recovery.
Shape the Future
* Challenge inefficient processes and identify opportunities for improvement.
* Contribute to automation initiatives that reduce manual effort and operational toil.
* Help define the future operating model of the Service Management Center.
* Participate in continuous service improvement activities and operational maturity initiatives.
* Share knowledge and contribute to a culture of learning and innovation.
Skills Required
- Experience in some or all of the following is desirable:
* ServiceNow or similar ITSM platforms
* Major Incident Management
* Problem Management and Root Cause Analysis (RCA)
* Experience facilitating post-incident reviews and driving corrective actions
* Event Management and Monitoring tools
* ITIL-based service management practices
* Cloud platforms and hybrid environments
* Windows and Linux systems
* Networking fundamentals
* Operational support of critical services
- simply monitor alerts or manage tickets.
Education & Work Experience
- * Bachelor's degree in Computer Science or related field, or equivalent experience
* Years of Experience: 2-4+ years
Title Service Management Center (SMC) Analyst
Location Alpharetta
Client Industry Legal and Professional
Compensation $25-35/ hr
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About Korn Ferry
Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit Korn Ferry at www.Kornferry.com
