Data Analyst (ITSM)

Synechron; Glasgow; On-site; GBP 40,000 - 65,000; Full time

Job summary

Synechron is seeking an ITSM Data Analyst to join our Technology and Enterprise Services team in the UK. You will analyze IT service management data to identify trends, improve efficiency, and support policy compliance.

The role involves working with data from changes, incidents, problems, service requests, and CMDB, collaborating with cross-functional teams to deliver actionable insights. The ideal candidate has 3+ years of data analysis experience, strong skills in data cleansing and

Qualifications

• 3+ years of professional experience in data analysis or ITSM analytics.
• Experience with data cleansing, validation, transformation and interpretation.
• Experience creating dashboards, reports, KPIs and data visualisations.
• Knowledge of ITIL principles and ITSM processes.

Responsibilities

• Collect, cleanse, validate, and analyse ITSM data from multiple sources.
• Identify trends, risks and opportunities for process improvement.
• Develop dashboards, reports, KPIs, and KRIs for stakeholders.
• Collaborate with Enterprise Architecture and Policy teams to improve ITSM reporting.
• Stay informed about developments in data analytics, automation, AI, and ITSM practices.

Skills

3+ years experience

ITSM analytics

Business analysis

Data interpretation

Stakeholder management

ITIL knowledge

Data governance

Data cleansing

Advanced analytics

Tools

Power BI

Tableau

SQL

Python

Job description

Synechron is a global technology consulting firm that helps leading organizations accelerate digital transformation through innovation, expertise, and agility. With more than 16,500 professionals across around 60 offices in over 20 countries, we combine deep industry knowledge with advanced capabilities in AI, cloud, cybersecurity, and data engineering. Our regional teams, supported by strategic delivery centers, provide scalable, cost-efficient solutions tailored to local markets. Through our award-winning Synechron FinLabs accelerators and strategic partnerships with AWS, Microsoft, Databricks, Salesforce, and ServiceNow, we enable clients to innovate fast and lead with confidence. For more information on the company, please visit our website or LinkedIn community.

Diversity, Equity, and Inclusion:

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and an affirmative-action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

Job Description:

We are seeking a highly analytical and results-oriented ITSM Data Analyst with 3+ years of experience to join our Technology and Enterprise Services team. The role will focus on analysing IT service management data to identify trends, improve operational efficiency, support policy compliance, and enable data-driven decision-making.

The successful candidate will work with data related to changes, incidents, problems, service requests, configuration items, and the CMDB. You will collaborate with cross-functional teams to deliver actionable insights and improve ITSM processes.

Key Responsibilities:

• Collect, cleanse, validate, and analyse ITSM data from multiple sources.
• Identify trends, patterns, risks, and opportunities for process improvement.
• Analyse change, incident, problem, service request, and CMDB data.
• Develop dashboards, reports, KPIs, and KRIs for stakeholders.
• Support proactive and retrospective analysis of the ITSM environment.
• Use advanced analytics, automation, machine learning, or AI where appropriate.
• Monitor data quality, governance, policy compliance, and industry best practices.
• Identify data inconsistencies and recommend corrective actions.
• Collaborate with Enterprise Architecture, Data Management, Policy and Process teams, platform owners, and tooling managers.
• Provide ad hoc analysis and reporting to support strategic initiatives.
• Recommend improvements to ITSM processes, data models, and reporting capabilities.
• Stay informed about developments in data analytics, automation, AI, and ITSM practices.

Required Skills and Experience:

• 3+ years of professional experience in data analysis, ITSM analytics, business analysis, or a related field.
• Strong experience in data cleansing, validation, transformation, and interpretation.
• Experience combining and analysing data from multiple, disparate sources.
• Ability to translate complex data into clear, actionable business insights.
• Experience creating dashboards, reports, KPIs, and data visualisations.
• Strong attention to detail and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work collaboratively in a fast-paced environment.
• Proactive, organised, and results-oriented approach.
• Experience with ITSM processes, including Change, Incident, Problem, and Service Request Management.
• Knowledge of Configuration Management Databases and configuration items.
• Understanding of ITIL principles and best practices.
• Experience with SQL, Python, Power BI, Tableau, or similar tools.
• Exposure to automation, machine learning, or AI in IT operations.
• Experience with data governance, data quality, KPIs, and KRIs.