IT Service Management Analyst

There are currently 50 people in the Information Technology team. This role will be reporting to the IT Service Manager. This role is expected to govern all IT staff on their adherence to Service Management policies and process.

The role is expected to ensure that Service Management processes are documented, maintained & published to all relevant parties.

Main responsibilities

Incident & Problem Management

▪ Working collaboratively with the team, analysing historic data to identify underlying trends and initiating proactive problem management activity.

▪ Supporting weekly Service Forum meetings: Provide reports for agreed KPIs and review these during the meeting, discuss Voice of the Customer feedback, discuss Any Other Business, and agree next steps where relevant.

▪ Chairing Problem Review meetings and supporting Biweekly Problem Forum: Agree potential and reported impact to Business, understand root cause or details around root cause investigation, review suitability of workarounds in place, and agree preventive or corrective actions.

▪ Working in conjunction with the Service Desk Team Leader and IT System Engineers Team Leaders in analysing historic data to identify underlying trends and initiate proactive problem management activity, across teams, to drive improvements and reduce incident volumes

▪ Ensure proactive and reactive Problem Tasks are actioned in a timely manner following a Major Incident or ongoing Problem.

Major Incident

▪ This role is responsible and accountable for the overall ownership of the Incident until resolution. Co-ordinating MI timeline, update calls and escalations where necessary.

▪ Chairing Major Incident Review meetings: Review timeline of events, including 3rd party involvement / statements, agree potential and reported impact to Business, understand root cause or details around root cause investigation, preventative monitoring or event alerting, review relevant existing or outstanding risks, identify new risks, and agree preventive or corrective actions.

▪ Providing Post Incident Reports to Leadership when requested.

Change Management

▪ Managing Requests for Change, to ensure that these meet quality and conformance standards; co-ordinate IT staff and Customers to ensure accurate and appropriate risk assessments and communications during changes.

▪ Producing detailed Post Implementation Reviews establishing lessons learnt and preventive actions to avoid repeat change failures.

▪ Chairing weekly CAB meetings, ensuring changes are appropriately risk managed, prioritised, and have no adverse effect on the business. Asset Management

▪ Supporting the implementation of IT Asset Management processes.

▪ Ensure IT Assets are managed throughout their lifecycle, producing regular and ad hoc reports from asset and peripheral registers.

▪ Providing software compliance reporting across our clients estate.

▪ Responsible for the implementation and maintenance of the Virtual Stockroom process in ServiceNow. Capacity Management, Event Management

▪ Supporting the design and implementation of IT Capacity & Event Management processes. Service Reporting & Governance

▪ Supporting the implementation of best practice processes, service reporting and tools in order to consistently meet Service Level Targets

▪ Chairs weekly CAB meetings, Emergency CAB and Post Implementation Reviews (PIR) ▪ Producing weekly and ad-hoc reports for all levels of management.

Other

▪ Working collaboratively with the team, to help shape and implement new ITSM policies and procedures e.g., Event Management.

▪ Create documentation on new features introduced on ServiceNow.

▪ Train new members of Technology on ServiceNow processes as required for their role. E.g. Incident Management, Change Management.

▪ Administrator of the ServiceNow Platform and all Modules, including developing the Self Service Portal available to end users.

▪ Build relationships with our clients Managed Service Provider (MSP).

▪ Keeping up to date with new features and developments within ServiceNow.

Our client offers hybrid working, meaning that colleagues benefit from working in our office and remotely. We are happy to discuss this and other flexible working arrangements with you as part of the application and interview process.

It's beneficial to have a strong understanding of IT Service Management (ITSM) and the ITIL best practice framework.

What we will offer:

• A Competitive salary and a host of family friendly policies

• Life assurance, Private health and Dental care for you and your family

• A range of flexible benefits including gym discount and retail vouchers

• Tech, cycle and electric car schemes

• The opportunity to support the firm's charity through volunteering leave

• A wellbeing strategy that focuses on preventative measures to maintain overall health, and tools and support for when we experience physical or mental difficulties. The strategy focuses on four pillars: physical, emotional, financial and social aspects. Team structure