IT Analyst, Business Solutions - Service Management Office (Hybrid)

Eversource will not offer immigration-related sponsorship for this position.  Applicants who require immigration sponsorship—either now or in the future—should not apply.  This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).

Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change,  based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.  

This position is responsible for governing the IT Service Management processes to include Incident Management, Major Incident Management, Problem Management, Event Management, and Knowledge Management. This role ensures IT teams follow consistent, high quality processes that improve service stability, reduce downtime, and enhance user experience.

The ideal candidate has hands-on experience with ITSM workflows, strong communication skills, and the ability to coordinate across technical and business teams. Experience with ITSM tools such as ServiceNow and familiarity with ITIL best practices are essential.

Essential Functions: 

• Oversee the end-to-end Incident Management process to ensure timely logging, prioritization, escalation, and resolution.

• Facilitate or support Major Incident bridges and communications to stakeholders.

• Ensure post-incident reviews (PIRs) are completed with actionable follow-ups.

• Govern the Problem Management process, ensuring root cause analysis (RCA) is performed effectively.

• Track and validate corrective and preventative actions to reduce incident recurrence.

• Maintain the Known Error and Workaround repository.

• Support the governance of Event Management, ensuring monitoring alerts are properly categorized and routed.

• Partner with operations teams to reduce false positives and improve event correlation.

• Ensure key events trigger appropriate workflows in the ITSM tool.

• Govern Knowledge Management processes, ensuring articles are accurate, updated, and aligned to standards.

• Promote knowledge reuse and shift-left initiatives to improve self-service and first-contact resolution rates.

• Conduct periodic knowledge audits and coordinate with content owners.

• Maintain ITSM process documentation (policies, procedures, workflows, RACI, SLAs).

• Ensure process compliance across IT teams and identify improvement opportunities.

• Analyze operational data to identify trends, risks, and enhancement opportunities.

• Support training and onboarding for IT teams on ITSM processes and tools.

• Utilize ITSM tools (ServiceNow) to manage workflows, SLAs, dashboards, and reporting.

• Create and maintain dashboards/KPIs to monitor process performance and service health.

• Collaborate with the ITSM platform team to optimize forms, automations, and process integrations.

• Collaboration with ITSM cross functional team and knowledge of additional ITSM processes.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill: 

• Understanding and knowledge of IT service management (ITSM) – specifically Incident, Problem and Event management best practices and controls;

• Understanding and knowledge of IT standards and controls;

• Ability to work on teams and collaborate effectively with business and technical roles, including influencing stakeholders at different management levels

• Excellent analytical thinking, problem solving and business process optimization skills;

• Excellent written and verbal communication skills; excellent persuasion skills

• Excellent independent planning, organizational and time management skills;

• Competency in Microsoft applications including O365, Teams, One Drive, Word, Excel, and Outlook;

• Knowledge of Agile methodology and associated tools such as Jira or ServiceNow and/or other Agile applications is highly desired;

• Ability to manage competing priorities and a track record of following through on commitments;

• Ability to lead small high performing teams to deliver successful outcomes.

Education:    

• Bachelor’s degree or equivalent experience.                       

Experience: 

• Five (5) years of experience in Service Management specifically to Incident/Problem and Event Management;

• Prior experience in the utility industry is a plus.                        

Certifications:  

• ITIL Certification preferred

Working Conditions:

• Must be available to work emergency restoration assignment as required.

• Must be available to travel between MA/CT/NH as necessary.

• Work is performed primarily in an office environment which requires standing, sitting, walking, climbing stairs, writing and typing. 

• Work involves using a computer and telephone as well as personal communication. 

Mental Aspects:

• Work includes researching, analyzing, writing and public speaking. 

• This role works in an environment that often requires the performance of multiple simultaneous activities, where multiple competing deadlines need to be met and work is performed under pressure while involving significant business commitments and results. 

• Occasional overtime may be needed.

• Storm duty and on-call services are required.

#LI-ES3

#corpajd

Competencies:

Build trusting relationships

Manage and develop people

Foster teamwork and cross-functional collaboration

Lead change

Communicate strategic vision

Create an engaged workforce

Focus on the customer

Take ownership & accountability

Compensation and Benefits:

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:

$114,970.00-$127,740.00

Worker Type:

Regular

Number of Openings:

1

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment.  This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location. 

EEO Statement:

Eversource Energy is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor