Sr Analyst, Service Management

Job Description

The Sr. Analyst, Service Management will be a critical member of the Enterprise Service Management (ESM) organization, responsible for optimizing , supporting, and ensuring the performance of core IT Service Management (ITSM) processes across the enterprise. Based in Hyderabad, this role reports directly to the Enterprise Service Management Office and plays a key role in enabling excellence in service delivery and IT operations through data-driven process improvement and governance.
The Senior Analyst will work closely with ITSM process owners, service desk and operations teams, and ServiceNow administrators to ensure processes such as Incident Management, Request Fulfillment, Problem Management, Change Management, Knowledge Management, and Configuration Management are well-documented, well-understood, and effectively executed. This role involves significant interaction with governance forums, reporting, analytics, documentation, and enablement, with the goal of aligning IT services with business needs and enhancing service quality and efficiency.
This position requires a highly analytical and process-driven professional with demonstrated experience in ITSM frameworks (especially ITIL), ServiceNow platform capabilities, and a commitment to operational excellence.
Your Role Accountabilities:
ITSM PROCESS OPTIMIZATION & ENABLEMENT
• Collaborate with process owners to develop, refine, and optimize ITSM processes across the service management lifecycle.
• Serve as a subject matter expert and internal consultant on ITSM best practices, standards, and frameworks (e.g., ITIL).
• Design, update, and maintain process documentation, standard operating procedures (SOPs), and workflows to ensure clarity, consistency, and audit readiness.
• Support ongoing process maturity initiatives through gap analysis, continuous improvement activities, and alignment with strategic objectives .
S TAKEHOLDER SUPPORT & GOVERNANCE
• Serve as the primary liaison between ITSM process owners and the broader ESM community, facilitating the alignment of process outcomes with business needs .
• Actively contribute to ITSM governance forums and workshops, assisting with planning, documentation, and follow-ups.
• Leverage ServiceNow to support automation, reporting, and workflow optimization within core ITSM processes.
• Partner with platform owners to improve the usability and effectiveness of ITSM modules within ServiceNow.
REPORTING & ANALYSIS
• Develop and deliver data-driven reports, dashboards, and performance metrics in ServiceNow to support ITSM governance and process reviews.
• Provide actionable insights to ITSM process owners, operations leads , and ESM leadership based on trends, anomalies, and KPI/SLA adherence.
• Assist in the preparation of recurring governance meetings and process review boards by consolidating relevant data and insights.
TRAINING & PROCESS COMMUNICATION
• Educate and enable service desk agents, support teams, and business stakeholders on ITSM process usage and compliance expectations.
• Deliver and support training programs and onboarding materials for end-users and stakeholders across various ITSM functions.
• Promote a culture of process ownership and service excellence through targeted communications, user guides, and job aids.
• Act as an ambassador for ITSM adoption and maturity within the enterprise.

Qualifications & Experiences:
• 5 + years of professional experience in IT Service Management, with a strong focus on process analysis, optimization, and documentation.
• In-depth knowledge of ITIL principles and demonstrated experience applying them in large-scale enterprise environments.
• Hands-on experience working with ServiceNow, including reporting, dashboard creation, and ITSM module familiarity (Incident, Change, Problem, Knowledge, CMDB, etc.).
• Experience in developing and maintaining process documentation, workflow diagrams, and training materials.
• Strong analytical skills with the ability to interpret data, identify trends, and drive continuous improvement.
• Excellent interpersonal and communication skills; able to work cross-functionally and influence without authority.
• Bachelor's degree in Information Technology , Computer Science, or related field.
Not Required but P referred E xperience:
• I TIL v4 Foundation certification (higher-level certifications such as Managing Professional are a plus).
• Experience supporting global or enterprise-level service delivery organizations.
• Experience working in Agile or hybrid work environments.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-5bbxj0-216-73-216-145-42 in your application.