Information Security Analyst- ITSM

Position : Information Security Analyst (Service Delivery Management, Metrics & Onboardings)

REPORTING TO: Lead Consultant - Security Integration, Engagement & Metrics

REPORTING LOCATION : Costa Rica

WORKING LOCATION: India

SUMMARY OF ROLE AND OBJECTIVES:

The Information Security ITSM Consultant is a detail-oriented and experienced IT Service Management (ITSM) Specialist to oversee and improve our Incident, Change, and Problem Management processes. The ideal candidate will ensure smooth IT operations, minimize service disruptions, and enhance process maturity in alignment with ITIL best practices. This position plays a critical role in ensuring service management practices are followed in the Information Security organisation.

ROLE & OBJECTIVES :

Specific Assignments:

The main responsibilities are:

• Incident Management:
• Coordinate and lead the resolution of high-priority incidents, ensuring minimal downtime and effective communication with stakeholders.
• Monitor and analyze incident trends to identify recurring issues and potential risks.
• Ensure that incidents are recorded, classified, and resolved within agreed service levels (SLAs).
• Act as the primary escalation point for major incidents and manage incident communications to business leaders and impacted users.
• Change Management:
• Oversee the IT Change Management process, ensuring all changes are properly assessed, approved, implemented, and reviewed.
• Conduct impact assessments, risk analysis, and readiness checks for changes.
• Chair Change Advisory Board (CAB) meetings to facilitate discussion and decision-making for change requests.
• Ensure post-implementation reviews are conducted to evaluate change outcomes and identify improvement areas.
• Problem Management:
• Develop and manage Problem Management processes to prevent incident recurrence.
• Collaborate with technical teams to implement long-term corrective actions.
• Maintain and update the Known Error Database (KEDB) to improve resolution time for future incidents.

Other Assignments:

• Provide train to the organization members that are key actors in ITSM processes.
• Organizing and Leading ITSM sessions including incident review, problem resolution and change management.
• Support the Management in day-to-day activities.

QUALIFICATIONS AND EXPERIENCE REQUIRED:

Minimum of 2 years of experience in an ITSM role (Change, Incident and Problem management) working with operational and level decision makers. Deep knowledge in IT Service Management tools.

Required

• 3+ years of experience in IT Service Management or a similar role, with hands-on responsibility for Incident, Change, and Problem Management.
• ITIL Foundation Certification is required; ITIL Intermediate or Expert Level certifications are preferred.

Personal profile

• Strong understanding of ITIL processes and frameworks.
• Experience with ITSM tools like ServiceNow, Jira Service Management, BMC Remedy, etc.
• Excellent communication skills with the ability to manage stakeholder expectations and escalate issues as needed.
• Analytical mindset with problem-solving skills to identify root causes and implement effective resolutions.
• Ability to facilitate cross-functional collaboration in a global IT environment.
• Eager to learn and continuously develop personal and technical capabilities.

Education required:

• Bachelor s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Languages: fluent English.