IT Service Management Analyst — Hybrid Role & Growth

Jet2.com Limited; Leeds; Hybrid; 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

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.