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 workand team dynamics. Current guidelines require employees to workat 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 workup 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 Service Now and familiarity with ITIL best practices are essential.

• 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 (Service Now) 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

• 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;
• Com…