Graduate ITSM Analyst

McCabe & Barton; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

McCabe & Barton in London (Hybrid) is looking for a Graduate ITSM Analyst to support and enhance our IT Service Management tooling landscape, including ServiceNow and PagerDuty, plus reporting solutions. You will administer ServiceNow modules (Incident, Change, Problem, Request, CMDB), build dashboards, and support data integration and automation with the Operations, Infrastructure and Security teams.

This role offers a clear progression path into ITSM Platform Engineer or Service Management

Qualifications

• Degree in IT/Computer Science/Data Analytics or equivalent experience
• Minimum 1 year ITSM tooling and ServiceNow experience
• Strong analytical and problem-solving skills
• ITIL Foundation certification desirable
• Experience with enterprise applications and reporting tools
• Collaborative team player with excellent communication skills

Responsibilities

• Administer and configure ServiceNow (Incident, Change, Problem, Request, CMDB modules)
• Support PagerDuty services, schedules, and escalation policies
• Build operational dashboards and KPI reporting (Power BI, ServiceNow, Excel)
• Assist with workflow automation and system integrations
• Perform data analysis and identify service improvement opportunities

Skills

ServiceNow

Analytical thinking

Communication

Teamwork

Education

Degree in IT/Computer Science/Data Analytics or equivalent experience

ITIL Foundation certification

Tools

Power BI

Job description

Graduate ITSM Analyst | London (Hybrid)

We're looking for a Graduate ITSM Analyst to support and enhance our IT Service Management tooling landscape.

The Role:

You'll provide hands-on support for ServiceNow, PagerDuty and reporting solutions, maintaining platform administration, workflows, dashboards, and system integrations. You'll work with Service Management, Operations, Infrastructure, Security and Development teams to drive continuous improvement.

What You'll Do:

• Administer and configure ServiceNow (Incident, Change, Problem, Request, CMDB modules)
• Support PagerDuty services, schedules, and escalation policies
• Build operational dashboards and KPI reporting (Power BI, ServiceNow, Excel)
• Assist with workflow automation and system integrations
• Perform data analysis and identify service improvement opportunities

Who You Are:

• Degree in IT/Computer Science/Data Analytics or equivalent experience
• 1 year experience minimum working within ITSM tooling and ServiceNow
• Strong analytical and problem-solving skills
• ITIL Foundation certification desirable
• Experience with enterprise applications and reporting tools
• Collaborative team player with excellent communication skills

What We Offer:

A strong progression Pathway into ITSM Platform Engineer or Service Management Analyst roles, with exposure to enterprise platforms including ServiceNow, PagerDuty and Power BI.