IT Service Management Analyst

Are you a self-motivated, hard-working, and organised IT Service Management Analyst who is looking for more responsibility and autonomy?

This position will challenge your leadership and problem-solving skills. You will specialise in communication and incident management whilst managing all major incidents.

This opportunity will involve working between the Service Desk team and technical teams to review the tickets coming in and identify any trends and patterns.

The offices are based in Canary Wharf, but this role has a hybrid setup offering you the opportunity to work from home 2-3 days per week.

Key duties:

• Take ownership of any ticket escalated through the management team
• Ensure a high level of visibility and communication to any users with an outstanding issue giving regular updates both via email, in person, and on the phone
• Run the Change Board meetings and follow up with change requesters ensuring they have completed their changes according to the process
• Notify, escalate, and communicate to stakeholders to ensure timely completion of root cause and short-term remediation plans.
• Document and maintain all policies and processes around Change, Incident, and Problem Management
• Help coordinate the investigations and drive a reduction of repeat incidents - spotting and tracking trends
• Own all problem tickets
• During a P1 incident take ownership of all communication to the business
• Create RFO documents for each outage and manage the overall KPIs for measuring uptime against Service's SLAs
• Producing reports from ServiceNow as well as administration

This role may suit candidates, who hold the following job titles: IT Service management analyst, Service Delivery Analyst, Incident Analyst, or Incident Manager.

If you are keen on this role, hit APPLY now!