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About Lunate

Lunate is an Abu Dhabi-based independent global alternative investment firm led by partners, employing over 250 individuals and managing assets exceeding $110 billion. The company invests throughout private markets, including buyouts, growth equity, venture capital at various stages, private credit, real assets, and public equities and credit. Lunate strives to be a premier provider of private market solutions through separately managed accounts and multi-asset class funds, dedicated to delivering superior risk-adjusted returns for clients.

Role Overview

The IT Service Management (ITSM) Analyst will design, deploy, and continuously improve ITSM processes following ITIL standards and ISO service management guidelines. Collaborating closely with technology and business partners, this role develops governance policies, procedural documents, and process controls that enable efficient, compliant, and scalable technology operations.

In this capacity, the analyst configures and integrates ITSM workflows in the platform, manages the configuration management database (CMDB) and asset management processes, and promotes automation initiatives incorporating AI and workflow automation tools. This position demands a strong combination of ITSM expertise, technical skills, and process enhancement experience.

Key Responsibilities

Develop, update, and maintain ITSM policies, processes, standards, and operational guidelines.
Design and implement ITIL-aligned processes such as Incident, Problem, Change, Request, Knowledge, Service Level, Asset, and Configuration Management.
Ensure all ITSM procedures comply with organizational governance and ISO service management standards.
Identify and pursue opportunities to optimize, standardize, and enhance service delivery processes.
Lead process reviews, workshops, and stakeholder engagement to promote adoption and maturity.
Configure and manage workflows, service level agreements, approval mechanisms, and service catalogs within the ITSM system.
Translate business needs into effective configurations for ITSM tools.
Support integration of ITSM processes with other enterprise systems like monitoring, identity management, and asset discovery.
Embed audit and governance controls into ITSM workflows and maintain configuration documentation.
Identify repetitive operational tasks for automation and implement workflow automation to boost efficiency and reduce manual work.
Utilize AI technology to automate incident categorization, service requests, knowledge recommendations, and reporting.
Develop automation solutions for recurring incidents, approvals, notifications, and service requests.
Evaluate emerging AI capabilities to improve user experience and operational outcomes.
Oversee CMDB governance including standards, configuration item structures, attributes, and relationships.
Maintain data accuracy in configuration and asset management through routine reviews and validation.
Support the IT asset lifecycle from onboarding through retirement, coordinating with technical teams for data quality.
Generate reports and performance indicators related to CMDB health, asset compliance, and configuration management.
Monitor ITSM performance metrics to recommend improvements and ensure alignment with operational goals.
Assist in audit and compliance efforts by supplying necessary process documentation and evidence.
Define and sustain service management KPIs, dashboards, and reporting mechanisms.
Promote an ITIL best-practices culture and service management awareness among IT teams.
Engage actively in continuous service improvement projects and operational governance activities.

Qualifications and Experience

3 to 5 years of experience in IT Service Management, IT Operations, or consulting capacities focused on ITSM.
Comprehensive knowledge of ITIL best practices and IT service management processes.
Familiarity with ISO 20000, ISO 27001, and similar IT governance protocols.
Practical experience with ITSM platforms such as ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management, or equivalents.
Competence in designing, documenting, and governing IT policies, processes, and controls.
Experience managing CMDB, configuration items, and IT asset management functions.
Skills in workflow automation tools, scripting, orchestration, or low-code automation software.
Understanding of AI applications within IT service management contexts.
Strong analytical thinking, problem-solving capabilities, and effective stakeholder communication.
Excellent verbal and written communication proficiency.
An ITIL Foundation certification is strongly preferred.

Preferred Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
ITIL Foundation certification (required); advanced ITIL certifications are advantageous.
Certifications in ISO 20000, ISO 27001, COBIT, or related governance frameworks.
Experience in implementing AI-enhanced service management or automation solutions.
Background in financial services, investment firms, or regulated environments.
Experience supporting audit, compliance, and operational maturity efforts.

Information Technology Service Management Analyst