IT Service Management Analyst

Thanks to our continued growth and the trusted reputation we've built with our customers, we're looking for a talented, proactive IT Service Management Analyst to join our Digital Sensitivity Review (DSR) Service Support Team.

This is a wonderful opportunity for someone who thrives in a fast-paced, collaborative environment and is passionate about delivering outstanding IT service management.

Working closely with our IT Service Manager, you'll play a pivotal role in supporting the day-to-day delivery of high-quality IT services and will deputise when required. You'll help ensure our technical teams have the visibility, support and governance they need while driving compliance with ITIL service management processes across both internal support teams and external managed service providers.

Responsibilities

Your main responsibilities will be to:

• Manage Incidents and Problem tickets.
• Contribute to the development and maturity of IT service management (ITIL) processes.
• Receive, log, and maintain Change Requests (RFCs) for SVGC IT and third-party suppliers, supporting change evaluation under the direction of the IT Service Manager.
• Maintain and publish the Forward Schedule of Change (FSC).
• Support the IT Service Manager in the operation of the Change Advisory Board (CAB), ensuring appropriate documentation, impact assessments, and stakeholder representation are in place.
• Analyse ITSM tool data to identify recurring incidents, trends, and service weaknesses; recommend and drive incident reduction, service improvements, and Problem Management activities.
• Support Major Incident (P1) management by producing post-incident reports, timelines, service and availability impact assessments, and ensuring recommendations are tracked to completion.
• Proactively raise and manage Problem records arising from incident investigations, supporting root cause analysis to reduce incident volumes and recurring issues.
• Collaborate with the IT Service Manager and Project Managers to define support requirements, availability, and capacity, producing and maintaining Service Support Models and transition artefacts for new and changed services.
• Contribute to strategic, operational, and tactical service reporting.
• Produce ad hoc management reports from the ITSM tool as required.
• Deputise for IT Service Manager.

The Person

Essential Criteria

• Currently hold UKSV Security Checked (SC) clearance or have the eligibility to acquire SC clearance.  Note that this is a ‘restricted’ role. SC clearance is in addition to Eligibility to Work in the UK.
• Hold an ITIL v4 Foundation certificate.
• Have practical experience in managing core ITSM processes such as Incident, Problem and Change Management.
• Experienced user of Atlassian toolsets.
• Strong written and verbal communication skills to bridge the gap between technical teams and non-technical stakeholders.
• Excellent analytical, problem-solving, data analysis and reporting skills.
• Customer service orientation: A focus on understanding and meeting the needs of internal and external customers.
• Process improvement mindset: Ability to identify inefficiencies and propose solutions to optimise ITSM processes.
• Ability to work independently and as part of a team: Self-motivated with the capacity to collaborate effectively.
• Diligence and accuracy: Essential for maintaining data integrity and ensuring process adherence.
• Adaptability and willingness to learn: The IT landscape is constantly evolving, so a proactive approach to learning new technologies and methodologies is crucial.
• BSc in Computer Science, Information Technology or related field or vocational experience.