Hybrid IT Incident Analyst - Data-Driven ServiceNow

Wales & West Utilities; Wales; Hybrid; GBP 42,000 - 49,000; Full time

Job summary

A gas distribution company in the United Kingdom seeks an IT Incident Analyst to optimize incident management. The role requires proven experience in IT incident analysis, proficiency with the ITIL framework, and strong analytical skills. Responsibilities include monitoring service queues in ServiceNow, analyzing ticket trends, and providing insights on incident resolution. The successful candidate will benefit from a competitive salary, hybrid working options, and various employee perks in a supportive environment.

Benefits

Competitive salary

Hybrid working

Flexible working opportunities

25 days annual leave

Retirement Savings Plan

Life insurance

Flexible benefit scheme

Financial Wellbeing Programme

Enhanced parental leave pay

Retail discounts

Colleague recognition

Annual salary review

Discretionary annual bonus

Company Sick Pay

Comprehensive training

Qualifications

• Proven experience as an IT Incident Analyst.
• Practical experience with ITIL in incident management.
• Strong analytical and communication skills.

Responsibilities

• Monitor incident progress using ServiceNow.
• Review aged tickets and provide recommendations.
• Compile reports on incident management performance.
• Review vendor incident reports for accuracy.

Skills

Analytical skills

Communication skills

ITIL framework knowledge

Process improvement

Tools

ServiceNow

Job description

A gas distribution company in the United Kingdom seeks an IT Incident Analyst to optimize incident management. The role requires proven experience in IT incident analysis, proficiency with the ITIL framework, and strong analytical skills. Responsibilities include monitoring service queues in ServiceNow, analyzing ticket trends, and providing insights on incident resolution. The successful candidate will benefit from a competitive salary, hybrid working options, and various employee perks in a supportive environment.