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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.

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.

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.