IT Service Management Analyst - ITIL & Change Lead (Remote)

Hostingersite; Milton Keynes; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

SVGC Ltd is seeking an IT Service Management Analyst to join the DSR Service Support team. You will work with the IT Service Manager, handling incidents, problems, changes, and service reporting to ensure compliant ITIL processes across internal and third-party services.

Role involves end-to-end ITSM management, data analysis, and reporting, with remote work and periodic travel to Milton Keynes. 37 hours/week, permanent contract.

Qualifications

• UKSV Security Check clearance or eligible to obtain.
• 2
• ITIL v4 Foundation certificate required.
• 2
• Experience in managing ITSM processes (Incidents, Problems, Changes).
• 2
• Proficient with Atlassian toolsets including Jira Service Management.
• 2
• Strong written and verbal communication and analytical skills.
• 2

Responsibilities

• Manage Incidents and Problem tickets.
• 2
• Contribute to ITIL process development and maturity.
• 2
• Receive, log and maintain Change Requests (RFCs).
• 2
• Maintain Forward Schedule of Change (FSC).
• 2
• Support CAB documentation, impact assessments and stakeholder input.
• 2
• Analyse ITSM tool data to identify trends and improvements.
• 2
• Produce management reports from the ITSM tool.
• 2
• Deputise for the IT Service Manager when required.
• 2

Skills

ITIL v4 Foundation

Incident & Problem Management

Jira Service Management

Atlassian tools

Data analysis & reporting

Clear communication

Education

BSc in Computer Science / Information Technology or related field OR vocational experience

Tools

Jira Service Management

Atlassian tools

Job description

SVGC Ltd is seeking an IT Service Management Analyst to join the DSR Service Support team. You will work with the IT Service Manager, handling incidents, problems, changes, and service reporting to ensure compliant ITIL processes across internal and third-party services.

Role involves end-to-end ITSM management, data analysis, and reporting, with remote work and periodic travel to Milton Keynes. 37 hours/week, permanent contract.