IT Service Analyst

Hybrid working (we're in the office 2 days per week)

Annual pay reviews

26 days holiday (plus Bank Holidays)

Generous profit share scheme

Working closely with technical teams, project teams and operational colleagues, you'll support a variety of Service Management activities across the business.

Service Transition – You'll support the introduction of new and changed services into live operation, ensuring services are ready for support.

Major Incident Management – You'll support the coordination of Major Incidents and help drive actions through to resolution.

Problem Management – You'll help investigate recurring issues, identify root causes and track improvement actions.

Service Reporting – You'll produce performance reports and management information to support operational decision-making.

ServiceNow Administration – You'll help maintain ServiceNow, supporting data quality, governance and reporting requirements.

Supplier Performance – You'll support the review of supplier performance against agreed service levels and escalate any concerns where appropriate.

Experience working within an IT Service Management, IT Operations or IT Support environment.

Experience using ITSM tooling, ideally ServiceNow.

A good understanding of IT Service Management processes including Incident, Problem and Service Transition.

Experience producing reports, analysing data and presenting information in a meaningful way.

Strong organisational skills with the ability to manage multiple priorities and competing deadlines.

Excellent verbal and written communication skills.

An ITIL Foundation qualification, or a willingness to work towards one.

Experience working within a multi-supplier IT environment would be advantageous.