IT Service Management Analyst

Fusion Energy Base; Abingdon; On-site; GBP 39,331 - 48,072; Full time

Benefits offered by this job

Bonus up to 7%

Pension with 21.5% employer pension

25 days annual leave

Site closure over Christmas

Flexible working

Job summary

UK Atomic Energy Authority (UKAEA) is seeking an IT Service Management Analyst to support ITSM processes, systems and practice improvement. The role involves enhancing service delivery and performance reporting while collaborating across divisions to shape ITSM offerings.

The successful candidate will have an ITIL Foundation, practical ITSM tooling experience, and familiarity with Identity and Access Management (IAM) technologies such as Active Directory and Microsoft Entra ID.

Qualifications

• HND (or equivalent) in IT Operations, a STEM discipline or related field.
• ITIL Foundation certification or higher.
• Experience supporting ITSM processes and ITSM tooling.
• Experience configuring enterprise IT systems, with IAM knowledge.
• Experience producing service reporting using Excel, Power BI or Tableau.

Responsibilities

• Support ITSM processes, systems and practices across UKAEA.
• Improve performance reporting and drive continual service improvements.
• Collaborate with divisions to shape ITSM offerings.
• Assist design and configuration of IT services.
• Ensure UK Security Vetting and DBS checks compliance.

Skills

ITIL Foundation

ITSM tooling

IAM

Excel

Power BI

Tableau

IT service delivery

Education

HND or equivalent

Tools

Active Directory

Microsoft Entra ID

Job description

IT Service Management Analyst

Overview of Responsibilities

Fusion, the process that powers the sun and stars, is one of the most promising options for generating the cleaner, carbon‑free energy that our world badly needs. UKAEA leads the way in realizing fusion energy, partnering with industry and research organisations to achieve ground‑breaking advancements. As part of the IT Service Management (ITSM) Group within the Enterprise Infrastructure Solutions (EIS) Unit, the IT Service Management Analyst supports the development, design, configuration, operation and continuous improvement of ITSM processes, systems and practices across UKAEA. The role involves enhancing service delivery, improving performance reporting and driving continual improvement activities, while collaborating with divisions across the organisation to shape their ITSM offerings.

What You’ll Be Doing

• HND (or equivalent experience) in IT Operations, a STEM discipline or related field.
• ITIL® v4 (or v3) Foundation certification or higher.
• Practical experience supporting IT Service Management processes and ITSM tooling.
• Experience configuring, supporting or administering enterprise IT systems, with an understanding of Identity and Access Management technologies such as Active Directory and Microsoft Entra ID.
• Experience producing service reporting and performance analysis using tools such as Excel, Power BI or Tableau (advantageous).
• Knowledge of IT service delivery, project lifecycles and ITSM controls (beneficial).

UK Security Vetting (UKSV) is required, including the Disclosure & Barring Service (DBS) checks for criminal convictions and possibly a search of open‑source data. The role is based at Culham, Oxfordshire but candidates located at other UKAEA sites may be considered.

Benefits

• Salary of £43,702 inclusive of a £3,300 specialist allowance.
• Up to 7% corporate performance bonus.
• Defined benefits pension scheme with an equivalent of 21.5% employer pension contribution.
• 25 days annual leave, 2.5 privilege days and eight Bank Holidays.
• Three days of site closure over Christmas break.
• Flexible working options and family‑friendly leave provisions.

Commitment to Equality, Diversity and Inclusion

UKAEA’s mission is clean energy for all, and we welcome talented people from all backgrounds to help us achieve this goal. We are committed to equality, diversity, inclusion and accessibility, and strive to ensure fair representation across our workforce. Please email [e-mail] if you have any questions or require adjustments to help you participate fairly in our recruitment process, for example changes to the way we interview or share information. As a Disability Confident Employer, we are committed to providing an inclusive and accessible recruitment experience for all candidates. We particularly encourage applications from groups currently underrepresented in STEM, including women and people from diverse ethnic backgrounds. All appointments are made on merit.

Location and Working Arrangement

UKAEA is an onsite organisation and this role requires regular onsite presence (usually between three to five days per week) in line with business needs. We actively support flexible working arrangements where this is compatible with the role.