Senior IT Service Analyst
Forcepoint
Who is Forcepoint?
Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!
The IT User Experience and Enablement (UXE) department is the backbone of technology across the business — responsible for everything from video conferencing suites and laptops to office equipment and core business applications.
As a Senior IT Service Analyst, you'll manage complex ITSM processes, lead root cause analysis, and drive continual service improvement initiatives. You'll also play an active role in governance and compliance activities, ensuring our IT services meet the highest standards.
You'll join a globally distributed team of talented IT professionals, working collaboratively to deliver operational excellence with a strong focus on outstanding customer experience.
Responsibilities
Core Duties
Investigate and resolve complex ITSM issues, leading root cause analysis to prevent recurrence
Lead process reviews and document findings to drive continual improvement
Mentor and support junior analysts, sharing knowledge and best practices
Maintain and manage the Known Error Database
Additional Responsibilities
Support procurement and provisioning activities
Assist with audits and compliance requirements
Contribute to Service Desk documentation governance
Administer the Configuration Item (CI) register and ITSM toolset data
Coordinate service-related communications across stakeholders
Support survey administration and feedback processes
Contribute to Knowledge Management processes and standards
What We're Looking For
Required
Strong experience in ITSM and IT governance
ITIL Foundation certification or higher
Excellent problem-solving and communication skills
Proven experience mentoring junior staff
Desirable
Hands-on experience with ITSM platforms
Knowledge of scripting or automation tools
Forcepoint is committed to fair and equitable compensation practices. The salary range and variable compensation for this role is 90,000.00 - 120,000.00 and represents the low and high end of compensation for this position. Actual salaries are determined by various factors including, but not limited to, location, experience, and performance. The range listed is just one component of Forcepoint’s total compensation package for employees. Other rewards may include bonuses, paid time off policy, and many region-specific benefits
Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.
The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to recruiting@forcepoint.com.
Forcepoint is a Federal Contractor. Certain positions with Forcepoint require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.
Applicants must have the right to work in the location to which you have applied.