Senior IT Service Analyst

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.