ITSM Operations Analyst

📋 Description

• Assisting with ITIL processes encompassing Incident, Problem, Change, and Request Management.

• Overseeing resolution efforts for Priority 1 and 2 incidents, alongside managing P3s, to ensure services are restored promptly.

• Directing and facilitating Major Incident Management, which includes communication, escalation, and coordination of resolution teams.

• Executing post-incident reviews, ensuring that root causes, actions taken, and lessons learned are thoroughly documented and monitored.

• Overseeing and maintaining problem records and related actions, ensuring approval from service owners and accountability from action owners.

• Establishing and nurturing effective working relationships with external suppliers, managed service providers, and internal resolution teams.

• Contributing to ongoing service improvement initiatives throughout service operations.

• Conducting trend analysis across ITSM processes, SLAs, and KPIs to uncover risks, recurring issues, and opportunities for enhancement.

• Assisting in the evaluation and coordination of Non-Standard Requests.

• Participating in CAB meetings, aiding in change assessments with an emphasis on business impact and risk considerations.

• Facilitating the integration of new services and acquisitions into the ITSM framework.

• Serving as a contact point for service-related inquiries and escalations, ensuring clear ownership and resolution pathways.

• Proactively identifying and pushing for the resolution of aged or stalled tickets across resolution teams.

• Attending monthly MSP governance meetings to assess performance, metrics, and trends.

• Joining an out-of-hours Major Incident rota as necessary.

⛳️ Requirements

• Demonstrated experience in IT Operations, Service Support, or ITSM roles, preferably within a global or regional organization.

• In-depth understanding of ITIL v4 and practical experience in applying ITIL practices within a live service context.

• Experience in managing and tracking SLAs, KPIs, and service performance metrics.

• Exceptional communication, coordination, and stakeholder management abilities.

• Capability to stay calm, organized, and decisive during major incidents and high-pressure circumstances.

• Strong analytical and problem-solving skills, complemented by a proactive and continuous improvement outlook.

• ITIL Practitioner or ITIL v3 Expert certification (preferred).

• Familiarity with ServiceNow or comparable ITSM platforms (preferred).

• Knowledge of Agile and Waterfall delivery methodologies (preferred).

• Experience with enterprise-scale systems, applications, and infrastructure environments (preferred).

🏝️ Benefits

• Annual performance bonus

• Enhanced maternity and paternity leave

• Private healthcare

• Financial assistance for managing 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, including needs assessment, diagnosis, and post-diagnostic assistance for autism spectrum disorders, ADHD, and Tourette’s syndrome

• Assistance for women at various life stages, from streamlined fertility support to diagnosis and management of endometriosis and menopause

• Expanded coverage for transgender colleagues, including voice coaching, facial surgery, and gender confirmation surgery

• Enhanced fertility coverage options, including IVF for lesbian couples and information/support regarding surrogacy and adoption for all