IT Service Management Analyst

Transunion; Leeds; On-site; GBP 30,000 - 45,000; Full time

Job summary

A credit reference agency in Leeds is looking for an IT Service Management Analyst for a 12-month maternity cover. The role involves managing incidents and supporting ITIL processes in a hybrid work environment. Candidates should have experience in IT Service Management, strong communication skills, and knowledge of the ITIL framework. The company offers a comprehensive benefits package including annual leave, wellness days, and a pension scheme.

Benefits

26 days’ annual leave + bank holidays

Global paid wellness days off

Contributory pension scheme

Private health care

Access to diversity forums

Qualifications

• Previous experience in an IT Service Management and Service Delivery environment.
• Experience in a client/consumer facing role.
• Knowledge of ITIL framework.
• Excellent communication and stakeholder engagement abilities.
• Strong analytical and problem-solving skills.

Responsibilities

• Support ITSM ITIL-aligned process teams with day-to-day operations.
• Collaborate with engineering teams to progress tickets.
• Produce MI and reporting on schedules.
• Support Service Delivery Managers with client relationships.
• Act as a bridge between IT, product, and business teams.

Skills

Previous experience in IT Service Management

Client/consumer facing experience

Knowledge of ITIL framework

Excellent communication skills

Strong analytical skills

Problem-solving skills

Ability to thrive in dynamic environments

Job description

Overview

TransUnion's Job Applicant Privacy Notice

What We'll Bring: TransUnion is a major credit reference agency, offering specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

What You'll Bring: We’re looking for an IT Service Management Analyst to join our growing team on a 12-month maternity cover contract. This role is a key analyst within the IT Service Management team and contributes to stability, efficiency, and continuous improvement of IT service delivery. You’ll work across teams to manage incidents, changes and problems, driving service excellence through data, automation, and process optimization, with stakeholder management across Incident, Problem and Change Management processes.

Day to Day

• Support ITSM ITIL-aligned process teams with day-to-day operations
• Collaborate with engineering and support teams to progress Incident, Problem and Change tickets
• Produce MI and reporting on daily, weekly and monthly schedules
• Support Service Delivery Managers with client relationships, including monthly reporting and service improvement plans
• Act as a bridge between IT, product and business teams to align on service priorities
• Support communications during major incidents and coordinate with stakeholders
• Collate and maintain a client view of the Forward Schedule of Change (FSC) and liaise with Client Management for FSC communication
• Support demand management forecasting by attending monthly product reviews and maintaining Demand MI
• Identify opportunities to streamline ITSM processes through automation and integrations
• Support audits, compliance and governance activities
• Adapt and prioritise tasks to meet shifting priorities and deadlines
• This is a hybrid role, involving both virtual and in-person work at a TU office location for a minimum of two days a week

Essential Skills & Experience

• Previous experience in an IT Service Management and Service Delivery environment
• Experience in a client/consumer facing role
• Knowledge of ITIL framework
• Excellent communication and stakeholder engagement abilities
• Strong analytical and problem-solving skills
• Ability to thrive in dynamic environments, communicate effectively, and deliver exceptional service

Benefits / What’s In It For You

At TransUnion you will join a friendly, forward-thinking global business. In addition to an excellent salary and bonus or commission scheme (if joining our sales teams), our benefits package includes:

• 26 days’ annual leave + bank holidays (increasing with service)
• Global paid wellness days off plus a birthday bonus day off
• Contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
• Private health care and wellbeing programmes including mindfulness tools
• Access to diversity forums and communities

TransUnion – a place to grow

If there are essential/desirable skills you don’t tick off, we’re open to training opportunities for the right candidate. We encourage growth and address imposter syndrome to help you thrive.

Flexibility at TU

We support flexible working arrangements where possible. If the role is advertised as full time, please discuss part-time or flexible options with us.

Additional support

We promote an inclusive and diverse workplace and offer reasonable adjustments in the recruitment process. If you require any adjustments to help you apply or attend an interview, please contact [e-mail]

Interview & Hiring Process

Most recruitment processes are virtual. If in-person interviews are required, your recruiter will inform you.

We do not accept unsolicited CVs from recruitment agencies. If you are a recruitment agency on our PSL, our talent team will contact you if we require assistance.

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Life at TU UK

Find out more about Life At TU UK:

https://twitter.com/TransUnionUK

https://www.linkedin.com/company/transunion/life/