Senior Service Operations Analyst

Job Description

The Service Operations Analyst supports the day‑to‑day health and continuous improvement of IT services. This role focuses on coordinating Problem Management activities, following up on root cause analysis (RCA), and delivering clear reporting and insights. You will also support Change Management and release coordination while helping teams work more efficiently through automation and AI‑enabled solutions. This is a collaborative role where your work helps improve visibility, consistency, and service reliability across the organization. You will report to the Director of AppOps.

Responsibilities

• Coordinate Problem Management activities, including tracking problem records, actions, and closure steps.
• Schedule and support RCA sessions, ensuring outcomes and follow‑ups are clearly documented.
• Monitor corrective actions to ensure ownership, progress, and completion.
• Create and maintain dashboards and reports to share operational insights and trends.
• Support Change Management by reviewing change records and coordinating change and release activities.
• Identify opportunities to improve processes through automation, better tools, and AI‑assisted solutions.

Qualifications

• 3+ years of experience in IT service operations, ITSM, or similar roles.
• Working knowledge of ITIL practices, such as Incident, Problem, and Change Management.
• Experience with tools such as ServiceNow, Jira, and/or Confluence.
• Strong analytical skills and experience with reporting tools like Excel, Power BI, Tableau, or similar.
• Clear communication skills with the ability to work effectively with diverse teams and stakeholders.
• Experience with automation or AI tools is a plus, but not required.

Additional Information

Benefits/Perks:

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

 

This is a fully remote job opportunity. #LI-Remote

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward and recognition, volunteering... the list goes on. Experian's people first approach is award-winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

 

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Company Description

Experian is a global company in data services, helping organizations and consumers manage risk and make informed decisions. We empower individuals and businesses at important life moments, from purchasing a home to expanding customer bases. With over 125 years of experience, we specialize in data gathering, analysis, and fraud prevention. Our 21,700 employees across 30 countries are dedicated to innovation and creating opportunities for a better tomorrow. Recently ranked the fifth-best company to work for in Costa Rica, we prioritize inclusive culture, employee well-being, and career development. Join us at www.experian.com/careers to be part of our team.