IT Service Analyst

ECS Resource Group Ltd; Dunstable; Hybrid; GBP 65,000 - 75,000; Part time

Job summary

ECS Resource Group Ltd in Dunstable is seeking an IT Service Analyst to support ServiceNow configuration and data governance. The role focuses on maintaining CMDB records, updating ownership and relationships, and ensuring data quality across IT services.

The position is hybrid (3 days in-office, 2 days at home) for an initial 2-month contract, with a daily rate of £250 Inside IR35. You will engage with IT teams to gather information and drive data remediation and reporting.

Qualifications

• Experience in IT administration, IT Service Management or ServiceNow environment.
• Strong understanding of data quality and record management.
• Advanced Microsoft Excel skills.
• Excellent attention to detail.
• Good organisational and administration skills.
• Comfortable communicating with different IT teams to gather information.
• Able to manage a workload involving large volumes of records and data.
• Good written and verbal communication skills.

Responsibilities

• Maintain and update Configuration Item records within ServiceNow.
• Create, amend and retire records following agreed processes.
• Update CI information including ownership, support groups, status and other attributes.
• Review records for missing or inaccurate information.
• Carry out routine CMDB housekeeping and data cleansing.
• Update relationships between records where information has been provided and validated.
• Maintain Service and Service Offering information within ServiceNow.
• Contact IT teams to gather missing Configuration and Service information.
• Follow up on outstanding information and actions.
• Maintain accurate records of updates and changes.
• Record actions and decisions from meetings.
• Provide regular updates on progress against allocated administration and data cleansing activities.
• Follow established Configuration Management and ServiceNow processes.
• Ensure records are updated in line with agreed data standards.
• Support Configuration Management reviews and audit activities by providing accurate information.
• Highlight records which do not meet agreed standards to the Configuration Manager.
• Assist with maintaining Configuration Management documentation.

Job description

IT Service Analyst

Location: Dunstable - Hybrid, 3 days office / 2 days home

Duration: 2 months initial contract

Pay Rate: £250 Per Day Inside IR35

The Role

I am working with a longstanding client who are one of the world's largest and most well known solutions companies. Amongst their customers is one of the UK's biggest hospitality businesses and they are looking for an IT Configuration Administrator to support the maintenance and improvement of Configuration Management and service information held within the ServiceNow platform.

Key Responsibilities

IT & ServiceNow Administration

• Maintain and update Configuration Item records within ServiceNow
• Create, amend and retire records following agreed processes
• Update CI information including ownership, support groups, status and other key attributes
• Review records for missing or inaccurate information
• Carry out routine CMDB housekeeping and data cleansing
• Update relationships between records where information has been provided and validated
• Maintain Service and Service Offering information within ServiceNow

Data Quality

• Review ServiceNow records for incomplete, duplicate or inaccurate information
• Correct data issues following agreed processes and standards
• Identify missing information and follow up with the relevant IT teams
• Support regular data validation exercises
• Assist with the completion of data remediation activities
• Maintain spreadsheets or trackers recording outstanding data issues and progress
• Produce basic reports on data completeness and outstanding actions

Administration and Coordination

• Contact IT teams to gather missing Configuration and Service information
• Follow up on outstanding information and actions
• Maintain accurate records of updates and changes
• Arrange meetings where required to gather or confirm information
• Record actions and decisions from meetings
• Provide regular updates on progress against allocated administration and data cleansing activities

Governance Support

• Follow established Configuration Management and ServiceNow processes
• Ensure records are updated in line with agreed data standards
• Support Configuration Management reviews and audit activities by providing accurate information
• Highlight records which do not meet agreed standards to the Configuration Manager
• Assist with maintaining Configuration Management documentation

Essential Skills & Experience

• Previous experience working in an IT administration, IT Service Management or ServiceNow environment
• Good understanding of data quality and record management
• Strong Microsoft Excel skills
• Excellent attention to detail
• Good organisational and administration skills
• Comfortable communicating with different IT teams to gather information
• Able to manage a workload involving large volumes of records and data
• Good written and verbal communication skills

Desirable Skills

• Previous experience using ServiceNow CMDB
• Understanding of Configuration Items and basic CI relationships
• Familiarity with Services and Service Offerings within ServiceNow
• Basic understanding of ITIL or IT Service Management
• Experience with data cleansing, data validation or administration projects
• Previous experience working within a large IT environment