IT Service Analyst This position supports Application Management Services (AMS), collaborates with infrastructure teams, and ensures adherence to service level agreements (SLAs). The analyst will be responsible for incident management, service monitoring, and driving operational excellence through data-driven insights and proactive service enhancements. Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed. What the day will look like Incident Management & Support - Act as the primary escalation point for application and service-related incidents. - Perform initial triage, impact assessment, and prioritization of incidents. - Coordinate resolution efforts across AMS, infrastructure, and vendor teams. - Ensure timely and transparent communication with stakeholders during major incidents. - Lead or participate in post-incident reviews and contribute to root cause analysis and preventive measures. AMS & Infrastructure Coordination - Collaborate with AMS teams to support application lifecycle management, including onboarding, upgrades, and decommissioning. - Work closely with infrastructure teams (network, server, database, cloud) to resolve cross-functional issues. - Support change management processes, including risk assessments, implementation planning, and post-change validation. - Assist in capacity planning and performance tuning initiatives. SLA & Performance Management - Define, implement, and maintain SLAs and OLAs in alignment with business expectations. - Monitor service performance and ensure compliance with agreed-upon metrics. - Conduct regular service reviews with internal teams and third-party vendors. - Identify and escalate SLA breaches and recurring issues for resolution and improvement. Monitoring & Metrics - Implement and maintain proactive monitoring for critical applications and infrastructure components. - Analyze trends in incidents, service requests, and performance metrics to identify improvement opportunities. - Develop and present dashboards and reports to IT leadership and business stakeholders. - Recommend and track service improvement plans based on data insights. Documentation & Knowledge Management - Maintain comprehensive documentation for support processes, system configurations, and known issues. - Contribute to and maintain a centralized knowledge base to support first-level resolution and reduce ticket volume. - Ensure documentation is regularly reviewed and updated to reflect changes in the environment. How this opportunity is different In this role, you’ll be the key link between Product Managers and Operations, ensuring a safe transition of CRS Ecosystem products. You’ll act as the single point of escalation for incidents, problems, and changes—covering availability, performance, functionality, and data accuracy. You’ll oversee all support teams (internal, vendor AMS, and 3rd parties), driving resolution from start to finish. Your focus will include product and data operations with quality ensured through automation. You’ll collaborate closely with engineering and product managers to prioritize enhancements and uphold engineering standards, while defining and delivering on operational KPIs. . Skills and experience that will lead to success - Bachelor’s degree in Information Technology, Computer Science, or a related field. - 5-7 years of experience in IT service management, application support, or infrastructure coordination. - Strong understanding of ITIL framework and service management tools (e.g., ServiceNow, Devops Management). - Experience with monitoring tools such as New Relic or equivalent. - Solid understanding of incident, problem, and change management processes. - Excellent communication, coordination, and analytical skills. Preferred Qualifications - ITIL Foundation or Intermediate certification. - Experience working in hybrid cloud/on-premise environments. - Familiarity with DevOps practices, CI/CD pipelines, and agile methodologies. - Exposure to scripting or automation tools (e.g., PowerShell, Python) is a plus. - Experience working in a global or multi-time-zone support model. Soft Skills - Strong problem-solving and decision-making abilities. - Ability to work under pressure and manage multiple priorities. - Customer-focused mindset with a commitment to service excellence. - Team player with a proactive and collaborative approach. Tools & Technologies - Service Management: ServiceNow, Jira Service Management - Monitoring & Logging: New Relic - Collaboration: Microsoft Teams, SharePoint - Cloud Platforms: AWS, Azure - Automation: PowerShell, Python How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. We are committed to providing equal employment opportunities and fostering an inclusive workplace. If you require accommodations during the application or interview process, please let us know. You can request accommodations by emailing us at ReasonableAccommodations@Aon.com or your recruiter. We will work with you to meet your needs and ensure a fair and equitable experience. #LI-Associate #LI-Remote #technology&security #LI-JB3 2565744 IT Service Analyst This position supports Application Management Services (AMS), collaborates with infrastructure teams, and ensures adherence to service level agreements (SLAs). The analyst will be responsible for incident management, service monitoring, and driving operational excellence through data-driven insights and proactive service enhancements. Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed. What the day will look like Incident Management & Support - Act as the primary escalation point for application and service-related incidents. - Perform initial triage, impact assessment, and prioritization of incidents. - Coordinate resolution efforts across AMS, infrastructure, and vendor teams. - Ensure timely and transparent communication with stakeholders during major incidents. - Lead or participate in post-incident reviews and contribute to root cause analysis and preventive measures. AMS & Infrastructure Coordination - Collaborate with AMS teams to support application lifecycle management, including onboarding, upgrades, and decommissioning. - Work closely with infrastructure teams (network, server, database, cloud) to resolve cross-functional issues. - Support change management processes, including risk assessments, implementation planning, and post-change validation. - Assist in capacity planning and performance tuning initiatives. SLA & Performance Management - Define, implement, and maintain SLAs and OLAs in alignment with business expectations. - Monitor service performance and ensure compliance with agreed-upon metrics. - Conduct regular service reviews with internal teams and third-party vendors. - Identify and escalate SLA breaches and recurring issues for resolution and improvement. Monitoring & Metrics - Implement and maintain proactive monitoring for critical applications and infrastructure components. - Analyze trends in incidents, service requests, and performance metrics to identify improvement opportunities. - Develop and present dashboards and reports to IT leadership and business stakeholders. - Recommend and track service improvement plans based on data insights. Documentation & Knowledge Management - Maintain comprehensive documentation for support processes, system configurations, and known issues. - Contribute to and maintain a centralized knowledge base to support first-level resolution and reduce ticket volume. - Ensure documentation is regularly reviewed and updated to reflect changes in the environment. How this opportunity is different In this role, you’ll be the key link between Product Managers and Operations, ensuring a safe transition of CRS Ecosystem products. You’ll act as the single point of escalation for incidents, problems, and changes—covering availability, performance, functionality, and data accuracy. You’ll oversee all support teams (internal, vendor AMS, and 3rd parties), driving resolution from start to finish. Your focus will include product and data operations with quality ensured through automation. You’ll collaborate closely with engineering and product managers to prioritize enhancements and uphold engineering standards, while defining and delivering on operational KPIs. . Skills and experience that will lead to success - Bachelor’s degree in Information Technology, Computer Science, or a related field. - 5-7 years of experience in IT service management, application support, or infrastructure coordination. - Strong understanding of ITIL framework and service management tools (e.g., ServiceNow, Devops Management). - Experience with monitoring tools such as New Relic or equivalent. - Solid understanding of incident, problem, and change management processes. - Excellent communication, coordination, and analytical skills. Preferred Qualifications - ITIL Foundation or Intermediate certification. - Experience working in hybrid cloud/on-premise environments. - Familiarity with DevOps practices, CI/CD pipelines, and agile methodologies. - Exposure to scripting or automation tools (e.g., PowerShell, Python) is a plus. - Experience working in a global or multi-time-zone support model. Soft Skills - Strong problem-solving and decision-making abilities. - Ability to work under pressure and manage multiple priorities. - Customer-focused mindset with a commitment to service excellence. - Team player with a proactive and collaborative approach. Tools & Technologies - Service Management: ServiceNow, Jira Service Management - Monitoring & Logging: New Relic - Collaboration: Microsoft Teams, SharePoint - Cloud Platforms: AWS, Azure - Automation: PowerShell, Python How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. We are committed to providing equal employment opportunities and fostering an inclusive workplace. If you require accommodations during the application or interview process, please let us know. You can request accommodations by emailing us at ReasonableAccommodations@Aon.com or your recruiter. We will work with you to meet your needs and ensure a fair and equitable experience. #LI-Associate #LI-Remote #technology&security #LI-JB3