IT Service Management Analyst

Sanderson; Scotland; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A dynamic IT firm in the United Kingdom is seeking an IT Service Management Analyst to support and enhance ITSM processes. The ideal candidate should have strong analytical skills and a good understanding of the ITIL framework. This role offers the chance to contribute to a new team and grow your career in a supportive environment.

Benefits

Opportunity to shape ITSM processes

Work with cutting-edge technology

Supportive work environment

Qualifications

• Good understanding of the ITIL framework and ITSM best practices.
• Analytical skills with an inquisitive mindset.
• Experience with ITSM tools is desirable.

Responsibilities

• Support and enhance IT Service Management processes.
• Analyse incident and service request trends for improvements.
• Generate reports and dashboards to track performance metrics.
• Assist with root cause analysis and problem management.

Skills

Analytical and problem-solving skills

Good understanding of the ITIL framework

Experience working with third-party suppliers

Organised and collaborative

Proactive attitude towards making improvements

Tools

ITSM tools

ServiceNow

Job description

IT Service Management Analyst

Location: Bath (3 days a week onsite)

Hours: 37 hours per week

Salary: £45,000

Are you ready to step up and make your mark in IT Service Management?

We're building a brand-new team and looking for someone with energy, passion, and enthusiasm, someone who7s not afraid to have a voice and drive positive change.

This is a fantastic opportunity for an ambitious individual who wants to take the next step in their ITIL journey.

IT Service Management Analyst - The role:

• Support and enhance IT Service Management (ITSM) processes across the organisation, with a focus on continuous improvement.
• Analyse incident and service request trends to identify opportunities for automation and better ways of working.
• Coordinate and support Change Management, ensuring documentation and impact assessments are up to date.
• Maintain and develop the IT knowledge base and service catalogue.
• Generate reports and dashboards to track key performance indicators (KPIs) and service metrics.
• Assist with root cause analysis and problem management to prevent recurring issues.
• Collaborate with IT teams, business units, and suppliers to deliver excellent service.
• Support the administration and configuration of ITSM platforms
• Support Software Asset Management (SAM), including software inventory, usage, and compliance.

IT Service Management Analyst, experience required:

• Good understanding of the ITIL framework and ITSM best practices (ITIL certification is a plus, but not essential).
• Analytical and problem-solving skills, with an inquisitive mindset.
• Experience working with third-party suppliers.
• Experience with ITSM tools (e.g., ServiceNow) is desirable.
• Organised, collaborative, and able to remain calm under pressure.
• Someone who wants to make improvements and isn7t afraid to speak up.

IT Service Management Analyst, why join us?

• Be part of a new, dynamic team where your ideas and energy will be valued.
• Opportunity to shape and improve ITSM processes
• Work with leading suppliers and cutting-edge technology.
• Grow your career in a supportive, forward-thinking environment.

Ready to bring your passion and make a difference? Apply now and help us shape the future of IT Service Management!

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.