Senior Service Management Analyst - (Remote)

Department: Business Systems Analyst

Req ID: R31676

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Senior Service Management Analyst - (Remote)

  • Ft Lauderdale, Florida, United States
  • Full time

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

What we're looking for:

Citrix Mission

At Citrix, our Mission is to deliver an intelligent digital Citrix Workspace Experience that Empowers all Employees with Unified, Secure, and Reliable Access to all the Work Resources and Applications needed to be Productive and Do their Best Work – Anytime. Anywhere. Citrix provides Work Solutions for any Workspace Platforms and Seamless Integration Across all Apps. Citrix provides products and IT (Information Technology) solutions to collaborate work management, provides modern and consistent User experience across all devices and through application integration, workflow automation and our cloud-based technology and zero trust security, enabling our Clients and End Users with the best Enterprise Performance, Modernization, and Security!

The World of Work is Constantly Changing and Evolving. At Citrix, we continued to Revolutionize and Build the Digital Workspace Technology that helps People and Organizations adapt to whatever comes next. Every day you'll have new opportunities to Grow and Innovate in ways that will make Work Better for Millions of People around the World. Citrix has been Ranked #11 on The Fortune's Best Workplaces in Technology in 2021. Thousands of Organizations around the World Trust Citrix to keep their apps available, their data safe, and their people productive—wherever and whenever work happens. 

More than 400,000 Companies around the World, including 98 Percent of the Fortune 500, rely on Citrix Digital Workspace Solutions to provide secure, reliable access to the applications and information their employees need to engage and be productive, with over 100 Million Users Worldwide.

Job Description

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. As a Sr Service Management Business Analyst (ServiceNow), you are responsible for designing service management solutions within the ServiceNow platform. Partners with all global Citrix departments to identify and clarify business needs and designing services and processes that optimize the customer experience utilizing the ServiceNow platform.


  • Participates in design, test and transition Service Management and Service Integration solutions within the ServiceNow Platform
  • Work closely with the ServiceNow deployment team, service management process and service delivery teams to understand business needs and help translate them into efficient, automated, scalable solutions in ServiceNow
  • Support the ServiceNow platform owner in activities such as Demand Management, backlog grooming, and other Scrum roles and functions on as-needed basis
  • Collaborate with IT teams and other departments to review existing processes, capture operational challenges, and develop business requirements for improvement.
  • Work with Business Units to identify opportunities for process improvement.
  • Onboard new or additional service management processes and related offerings, provide training and onboarding to new staff, and maintain up-to-date documentation on requirements and process workflows
  • Identify automation and innovative improvements to service delivery.
  • Collaborate with other teams on reporting, change, and satisfaction capabilities.
  • Continuously refine existing or implement new Service Management processes to best fit organizational needs, including aligning processes to Agile and DevOps delivery methodologies.
  • Create service management metrics, reporting and analysis.
  • Review and analyze satisfaction surveys; summarize findings; work with service delivery team leads to determine remedial actions.
  • Ensures that all phases of support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly configured, monitored, tracked, and resolved.
  • Analyze industry changes to appropriately position the Global IT organization in support of emerging customer service driven needs and trends.
  • Support continuous improvement and organization development activities.


  • Bachelor’s degree or equivalent experience.
  • ServiceNow System Administrator Certification (CSA) strongly preferred
  • Strong knowledge working with Service Management Tools, (ITIL) Methodologies and best practices, hands on experience with Industry Standard ITSM Tools.
  • Ability to be decisive and make decisions based on technical and business assessments.
  • Superior customer-facing and negotiation skills, acting as a mentor and partner in training end-users with the goal of ultimately ensuring faster change adoption and the ability to adapt best-practices.
  • Ability to work with all levels of management and technical staff to analyze complex and highly technical incidents while maintaining professional, efficient communication under pressure.
  • Outstanding written, oral and facilitation communication skills, can work both independently and within a global team.


Preferred Qualifications

  • Self-motivated individuals, with a strong desire to learn and develop.
  • Can handle ambiguity well, has a growth mindset and is a strong team player with a passion for technology.
  • A can-do positive, pro-active attitude.

Why Work for Citrix

Come and work with one of the most Innovative and Forward-Thinking Technology Companies on Planet Earth! You will get to work alongside some of the Brightest, Most Talented, and Passionate People in the World. As a member of team, you'll be uniquely and strategically positioned to work on cool and exciting projects that will have a direct impact for our Customers in numerous Industries, well into the Future!

At Citrix, we want to help set you up for a successful career with us. We support Ideation, Experimentation, Innovation and Collaboration to Build Innovative IT Products and Solutions. We’re obsessed about making our Customers and End Users Happy. We are an Innovative Engine for our Colleagues, Communities, Customers and End-Users in the Digital Marketplace!

Citrix's Pillars of Core Values are Integrity, Respect, Curiosity, Courage and Unity. The Work at Citrix is exhilarating, and that’s what makes it a whole lot of fun! Come and Work with High-Impact Teams!

Let's Embark on this Next Great Adventure Together!

Apply Today!

Functional Area:


Business Systems Analyst

What you’re looking for:
Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process. 

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within. 

The Benefits
We offer a competitive total rewards package* that includes:

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Education assistance
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!

**Please note that benefits may vary based on location.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at for assistance.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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