ITSM Operations Analyst

Role Overview

• Supporting ITIL processes across Incident, Problem, Change, and Request Management.
• Coordinating resolution activities for Priority 1 and 2 incidents, as well as managed P3s, ensuring timely restoration of services.
• Leading and supporting Major Incident Management, including communication, escalation, and coordination of resolver groups.
• Conducting post‑incident reviews, ensuring root causes, actions, and lessons learned are clearly documented and tracked.
• Managing and tracking problem records and associated actions, ensuring sign‑off from service owners and accountability from action owners.
• Building and maintaining effective working relationships with third‑party suppliers, managed service providers, and internal resolver teams.
• Contributing to continual service improvement initiatives across service operations.
• Performing trend analysis across ITSM processes, SLAs, and KPIs to identify risks, recurring issues, and improvement opportunities.
• Supporting the assessment and coordination of Non‑Standard Requests.
• Participating in CAB meetings, supporting change assessments with a focus on business impact and risk.
• Supporting the onboarding of new services and acquisitions into the ITSM ecosystem.
• Acting as a point of contact for service-related issues and escalations, ensuring clear ownership and resolution.
• Proactively identifying and driving the closure of aged or stalled tickets across resolver groups.
• Attending monthly MSP governance meetings to review performance, metrics, and trends.
• Participating in an out‑of‑hours Major Incident rota as required.

Requirements

• Proven experience in IT Operations, Service Support, or ITSM roles, ideally within a global or regional organisation.
• Strong working knowledge of ITIL v4 and hands‑on experience applying ITIL practices in a live service environment.
• Experience managing and monitoring SLAs, KPIs, and service performance metrics.
• Excellent communication, coordination, and stakeholder management skills.
• Ability to remain calm, organised, and decisive during major incidents and high‑pressure situations.
• Strong analytical and problem‑solving skills, with a proactive and continuous improvement mindset.
• ITIL Practitioner or ITIL v3 Expert certification (desirable).
• Experience using ServiceNow or similar ITSM platforms (desirable).
• Understanding of Agile and Waterfall delivery methodologies (desirable).
• Exposure to enterprise-scale systems, applications, and infrastructure environments (desirable).

Tech Stack

• ITSM
• ServiceNow

Benefits

• annual performance bonus
• enhanced maternity and paternity leave
• private healthcare
• Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
• Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome
• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
• Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery, and gender confirmation surgery
• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.