Job Summary We are looking for a hands-on IT Service Management (ITSM) Analyst. The ITSM Analyst is responsible for ensuring stability, reliability, and continuous improvement of IT services supporting global logistics operations. This role plays a critical part in major incident management , ITSM process excellence , and ITSM tool (e.g., ServiceNow) administration , ensuring minimal disruption to time‑critical supply chain and logistics services. The ITSM Analyst works closely with infrastructure, application, security, and vendor teams to restore services quickly, provide clear communication to stakeholders, and drive process maturity across Incident, Problem, Change, and Service Request Management Key Responsibilities 1. Major Incident Management Act as the incident commander for high‑severity (Priority 1 / 2) incidents impacting logistics, warehouse, transportation, and customer‑facing systems Lead incident bridge calls and coordinate cross‑functional technical teams and external v...