IT Service Analyst

Jet2.com Limited; Leeds; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Hybrid working (2 office days)

Annual pay reviews

26 days holiday + Bank Holidays

Generous profit share

Job summary

Jet2.com Limited is seeking an IT Service Analyst to join the IT Service Management team. You will work across Service Transition, Major Incident Management, Problem Management and Service Reporting, with ServiceNow administration to ensure data quality and governance across Jet2.com.

You will collaborate with technical, project and operational teams to deliver reliable IT services, drive improvements and provide management information to support decisions.

Qualifications

• Experience in IT Service Management, IT Operations or IT Support.
• Experience using ITSM tooling, ideally ServiceNow.
• Good understanding of ITSM processes: Incident, Problem, Service Transition.
• Experience producing reports, analysing data & presenting information.
• Strong organisational skills & ability to manage multiple priorities.
• Excellent verbal & written communication skills.
• ITIL Foundation qualification or willingness to work towards it.
• Experience in a multi-supplier IT environment advantageous.

Responsibilities

• Support a variety of Service Management activities across the business.
• Support the introduction of new/changed services into live operation (Service Transition).
• Coordinate Major Incidents & drive actions to resolution.
• Investigate recurring issues, identify root causes & track improvement actions.
• Produce performance reports & management information for decision-making.
• Maintain ServiceNow, ensuring data quality, governance & reporting requirements.
• Review supplier performance against service levels & alert on concerns.

Skills

ITSM experience

Incident management

Problem management

Service Transition

Data analysis

Reports production

Communication skills

Organisational skills

Proactive & detail-oriented

Education

ITIL Foundation qualification

Tools

ServiceNow

ITSM tooling

Job description

IT Service Analyst

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.

Benefits

• 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. Apply today and let your career take flight!