Service Management Center Analyst - Overnight Shift

Service Management Centre (SMC) Analyst

Location: Hybrid/Onsite (as required) - Alpharetta, GA

Duration: 6-12 Month Contract (Potential for Conversion)

Pay Rate: $26 - $30/hr (only on W2)

Shift: Thursday - Monday | 12:00 AM - 8:30 AM

About the Opportunity

Our client is transforming its Service Management Centre (SMC) from a traditional monitoring-focused operation into a modern Operational Command Center responsible for service reliability, major incident response, root cause analysis, and continuous service improvement.

This is an opportunity to join a team that sits at the heart of enterprise technology operations, partnering with engineering teams, cloud providers, service owners, and business stakeholders to maintain the stability and resilience of mission-critical services.

We're seeking an efficient, analytical individual who thrives in high-pressure environments, enjoys solving complex problems, and wants to help shape the future of IT operations rather than simply monitor alerts.

What You'll Be Doing

Major Incident & Operational Response

• Serve as the central coordination point during production incidents and service disruptions.
• Lead major incident response activities and drive restoration efforts to resolution.
• Coordinate technical teams across multiple support groups.
• Evaluate business impact and ensure timely escalation of critical issues.
• Facilitate incident bridge calls and maintain situational awareness throughout the incident lifecycle.
• Deliver clear and effective communications to both technical and business stakeholders.

Service Stability & Production Operations

• Monitor the health, availability, and performance of critical business services.
• Analyze events, alerts, and operational trends to identify service-impacting issues.
• Coordinate proactive remediation efforts to minimize risk and business disruption.
• Support production environments spanning cloud, hybrid, and on-premises technologies.

IT Service Management

• Support ITIL-based processes including:
• Incident Management
• Major Incident Management
• Maintain accurate documentation and records within ServiceNow.
• Promote operational excellence and process adherence.

Problem Management & Root Cause Analysis

• Lead Root Cause Analysis (RCA) activities following major incidents.
• Facilitate post-incident reviews and lessons-learned sessions.
• Partner with technical teams to identify underlying causes and corrective actions.

Continuous Improvement

• Challenge inefficient operational processes and recommend improvements.
• Participate in automation and operational maturity initiatives.
• Contribute to the future design and evolution of the Service Management Centre.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 3+ years of experience in IT Operations, Major Incident Management, Production Support, Service Operations, Command Center Operations, or a related discipline.
• Experience coordinating and driving resolution during high-priority incidents.
• Strong communication and stakeholder management skills.
• Ability to remain composed and effective in high-pressure situations.
• Experience documenting incidents, actions, and resolutions within ITSM platforms.

Preferred Experience

Experience with some or all of the following:

• ServiceNow or similar ITSM platforms
• Major Incident Management
• Problem Management
• Root Cause Analysis (RCA)
• Post-Incident Reviews
• Event Management & Monitoring Tools
• ITIL Framework and Best Practices
• Public Cloud Platforms (AWS, Azure, GCP)
• Hybrid Cloud Environments
• Windows and Linux Operating Systems
• Networking Fundamentals
• Enterprise Production Support Operations

Who Will Be Successful in This Role?

This is not a traditional NOC, Help Desk, or ticket-processing position.

The ideal candidate is:

• Curious and proactive
• Comfortable leading during critical situations
• Passionate about operational excellence
• Focused on long-term solutions rather than band-aid fixes
• Interested in improving processes and influencing positive change
• Highly collaborative with strong communication skills
• Professionals with backgrounds in: Major Incident Management
• Enterprise Command Centers
• Production Support
• Service Operations
• IT Service Management
• Problem Management
• Site Reliability Operations
• Business-Critical 24x7 Operations

will be particularly successful in this role.