IT Service Analyst

Jet2.com and Jet2holidays; Leeds; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Hybrid working

Annual pay reviews

26 days holiday

Bank Holidays

Profit share

Job summary

Jet2.com and Jet2holidays are hiring an IT Service Analyst to join the IT Service Management team. You will support Service Transition, Major Incident, Problem Management, and Service Reporting, while helping maintain ServiceNow data quality and governance.

You will thrive in a hybrid role with two in-office days per week and participate in ongoing improvements to ensure reliable IT services across Jet2.

Qualifications

• Experience working in ITSM, IT Operations or IT support environments.
• Proficiency with ITSM tooling, preferably ServiceNow.
• Understanding of ITIL processes including Incident, Problem and Change/Service Transition.
• Experience producing reports and presenting information to stakeholders.
• Strong organisational skills and ability to manage multiple priorities.

Responsibilities

• Support a range of Service Management activities across the business.
• Assist Service Transition to ensure new/changed services are ready for live operation.
• Support Major Incident and Problem Management coordination.
• Contribute to Service Reporting and management information delivery.
• Assist ServiceNow administration and data governance.

Skills

IT Service Management experience

IT Operations

IT Support

Report writing

Data analysis

Effective communication

Education

ITIL Foundation

Tools

ServiceNow

Job description

Our new IT Service Analyst, you'll join the IT Service Management team and play an important role in helping to deliver reliable and effective IT services across Jet2. Working across Service Transition, Major Incident Management, Problem Management, Service Reporting and ServiceNow administration, you'll help ensure services are ready for support, processes are operating effectively and performance is visible across the business. You'll also support the ongoing administration and governance of ServiceNow, helping maintain data quality, process compliance and accurate management information.

As our new IT Service Analyst you'll have access to a wide range of benefits including:

• Hybrid working (we're in the office 2 days per week)
• Annual pay reviews
• 26 days holiday (plus Bank Holidays)
• Generous profit share scheme

At Jet2.com and Jet2holidays we’re working together to deliver an amazing journey, literally! We work together to really drive forward a ‘Customer First’ ethos, creating unforgettable package holidays and flights. We couldn’t do it without our wonderful people.

What You'll Be Doing

• Working closely with technical teams, project teams and operational colleagues, you'll support a variety of Service Management activities across the business.
• Service Transition – You'll support the introduction of new and changed services into live operation, ensuring services are ready for support.
• Major Incident Management – You'll support the coordination of Major Incidents and help drive actions through to resolution.
• Problem Management – You'll help investigate recurring issues, identify root causes and track improvement actions.
• Service Reporting – You'll produce performance reports and management information to support operational decision-making.
• ServiceNow Administration – You'll help maintain ServiceNow, supporting data quality, governance and reporting requirements.
• Supplier Performance – You'll support the review of supplier performance against agreed service levels and elevate any concerns where appropriate.

What You'll Have

• Experience working within an IT Service Management, IT Operations or IT Support environment.
• Experience using ITSM tooling, ideally ServiceNow.
• A good understanding of IT Service Management processes including Incident, Problem and Service Transition.
• Experience producing reports, analysing data and presenting information in a meaningful way.
• Strong organisational skills with the ability to manage multiple priorities and competing deadlines.
• Excellent verbal and written communication skills.
• An ITIL Foundation qualification, or a willingness to work towards one.
• Experience working within a multi-supplier IT environment would be advantageous.
• You’ll be proactive, detail-focused and keen to develop your career within IT Service Management as part of a team that supports the delivery of reliable and effective IT services across Jet2.

Join us as we redefine travel experiences and create memories for millions of passengers. At Jet2.com and Jet2holidays, your potential has no limits.