Service Design & Transition Analyst

AES is a premier technology and engineering consulting company that has been bringing businesses and talent together for over 20 years to deliver innovative solutions that have the greatest positive impact on society. We’ve helped over 40 business enterprises, including Fortune 500 companies, engage customers, empower employees, and transform operations with cloud, data, AI, engineering, and other emerging technologies.

About the role

The Service Design & Transition Analyst will help ensure new and modified IT services are properly designed, documented, validated, and ready for operational deployment. This role supports the Service Design and Service Transition processes in accordance with ITIL best practices, focusing on service readiness, transition planning, risk identification, and effective handoff to operational teams.

The successful candidate will collaborate closely with technical teams, business stakeholders, and internal and external partners to ensure services meet business and operational expectations before go-live.

Responsibilities

• Support the Service Design and Service Transition processes in alignment with ITIL best practices.
• Ensure new and modified IT services are designed, documented, validated, and transitioned into production.
• Coordinate transition planning, risk identification, and mitigation for service deployments.
• Facilitate effective handoffs to operational teams, ensuring service readiness.
• Create and maintain service-related documentation, including SLAs, Service Design Packages (SDPs), support models, and operational documentation.
• Collaborate with technical teams, business stakeholders, and partners to align services with business and operational expectations.
• Proactively identify risks, gaps, and transition challenges and develop mitigation plans.
• Support continual service improvement and customer satisfaction initiatives.
• Work with global teams, vendors, and external partners to drive service excellence.

Requirements

• 4+ years of experience in ITSM or IT Operations, with strong experience in Service Design and Service Transition.
• Solid knowledge of ITIL v3/v4 frameworks and practices, including:
  • Service Design
  • Service Transition
  • Service Validation & Testing
  • Change Enablement
• Proven experience supporting or coordinating the transition of enterprise IT services into production environments.
• Strong experience working with ITSM tools, particularly ServiceNow.
• Strong communication and stakeholder management skills, with the ability to work effectively across technical and business teams.
• Comfortable collaborating with global teams and managing communication across diverse stakeholders.
• Demonstrated focus on continual service improvement and customer satisfaction.
• Ability to proactively identify risks, gaps, and transition challenges and develop appropriate mitigation plans.
• Flexible and adaptable when working in changing business and technology environments.

Preferred Qualifications

• Experience working within the Financial Services industry is a plus.

Skills

• ITIL
• ITSM
• Service Design
• Service Transition
• Service Validation & Testing
• ServiceNow

Schedule

Onsite Day 1 (Newport Beach, CA)