IT Service Management Analyst

UK Atomic Energy Authority; Oxford; On-site; GBP 39,000 - 48,000; Full time

Benefits offered by this job

Corporate performance bonus

Final salary defined benefits pension

25 days annual leave + 8 Bank Holidays

Site closure days

Flexible working options

Job summary

UK Atomic Energy Authority is seeking an IT Service Management Analyst to join the ITSM Group within the Enterprise Infrastructure Solutions unit. You will support the design, configuration, operation and continual improvement of ITSM processes and tooling, delivering value across UKAEA in line with ITIL practices.

You will interface with divisions to develop ITSM offerings, focusing on service performance reporting and continual improvement activities.

Qualifications

• HND (or equivalent experience) in IT Operations, a STEM discipline or a related field.
• ITIL Foundation certification (v4 or v3) or higher.
• Practical experience supporting IT Service Management processes and ITSM tooling.
• Experience with Ivanti ITSM product support and development is advantageous.
• Experience configuring or administering enterprise IT systems including IAM technologies such as Active Directory / Entra ID.
• Experience producing service reporting using Excel, Power BI or Tableau is advantageous.
• Knowledge of IT service delivery, project lifecycles and ITSM controls.

Responsibilities

• Support development, design, configuration, operation and continual improvement of ITSM processes and systems.
• Enhance service delivery and performance reporting across UKAEA.
• Interface with divisions to understand and develop ITSM offerings.

Education

HND in IT Operations

ITIL Foundation certification

ITSM tooling experience

Identity and Access Management knowledge

Service reporting and analytics (Excel/Power BI/Tableau)

IT service delivery knowledge

Tools

Ivanti ITSM

Active Directory

Microsoft Entra ID

Excel

Power BI

Tableau

Job description

Job Description

• Salary: £43,702 (inclusive of Specialist Allowance) + excellent benefits including outstanding pension
• Division: Computing
• Department: Enterprise Infrastructure Solutions

About us 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 groundbreaking advancements. Our goal is to bring fusion electricity to the grid by developing the power stations of tomorrow and the skilled workforce to deliver them.

About the job

The IT Service Management Analyst is part of the IT Service Management (ITSM) Group within the Enterprise Infrastructure Solutions (EIS) Unit. The ITSM Group is responsible for the end-to-end delivery, development, optimisation, and continual improvement of IT services across UKAEA, using industry best practices such as ITIL® alongside modern IT service management tools to deliver consistent, efficient, and agile services. In this role, you will report to the IT Service Management Specialist and support the development, design, configuration, operation, and continuous improvement of ITSM processes, systems, and practices across UKAEA. You will play a key role in enhancing service delivery, improving performance reporting, and driving continual improvement activities, ensuring IT services deliver maximum value and effectively support UKAEA's scientific and business objectives. You will interface with divisions across the organisation in the understanding and development of their ITSM offerings.

Qualifications

• HND (or equivalent experience) in IT Operations, a STEM discipline or a related field.
• ITIL® v4 (or v3) Foundation certification or higher.
• Practical experience supporting IT Service Management processes and ITSM tooling.
• Expertise in the Ivanti ITSM product support and development will be very advantageous.
• 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 would be advantageous.
• Knowledge of IT service delivery, project lifecycles and ITSM controls would be beneficial.

What You’ll Bring

• HND (or equivalent experience) in IT Operations, a STEM discipline or a 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 would be advantageous.
• Knowledge of IT service delivery, project lifecycles and ITSM controls would be beneficial.

Please be aware that this role is subject to achieving a UK Security Vetting (UKSV) (must have resid ed in the UK for the last 5 years) including the Disclosure & Barring Service (DBS) checks for criminal convictions and possibly a search of open-source data. UKAEA is an onsite organisation, and this role requires regular onsite presence (usually between 3-5 days in any given week) in line with business needs. We actively support flexible working arrangements where this is compatible with the role. This role is advertised at Culham, but we are open to considering candidates based at other UKAEA locations.

Benefits

• A salary of £43,702 inclusive of a £3,300 specialist allowance
• Up to 7% corporate performance bonus
• Final salary defined benefits pension scheme with an equivalent of 21.5% employer pension contribution
• 25 days annual leave, 2.5 privilege days and 8 Bank Holidays
• 3 days of site closure over Christmas break
• Flexible working options plus family-friendly leave provisions

Our Commitment to ED&I

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 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 and further information can be found here.