IT Service Management Analyst - Newcastle

Brook Street; Newcastle upon Tyne; Sur place; GBP 19 000 - 27 000; Plein temps

Résumé du poste

Brook Street is recruiting an IT Service Management (ITSM) Analyst for NHSBSA in Newcastle. You will support the introduction and readiness of new IT services, working with internal and external teams to ensure smooth deployment and ongoing performance.

You will document services, support ITIL-aligned activities, monitor KPIs, and contribute to continual service improvement, with a focus on clear communication and stakeholder collaboration in a fast-moving environment.

Qualifications

• Strong service management foundations with a delivery-focused approach.
• Excellent communication skills to translate technical detail into clear information.
• Collaborative mindset with confidence building relationships across teams.
• Good analytical ability to monitor KPIs and drive process compliance.
• Experience or interest in ITIL processes and continuous service improvement.

Responsabilités

• Support the introduction of new IT services and changes to existing services, ensuring readiness for users and support teams.
• Partner with technical teams, suppliers, and stakeholders to understand service requirements and assess impacts.
• Create and maintain service documentation, processes, and Service Design Packages.
• Support ITIL-aligned service management activities, ensuring services follow best practice and organisational policies.
• Monitor service performance and track KPIs/service levels, identifying issues and improvement opportunities.
• Contribute to ITSM processes including Change Management, Service Transition, and Configuration Management.
• Maintain accurate records in the ITSM tool and support testing/validation before go-live.
• Produce management information and compliance/performance reports to keep teams informed and services improving.
• Deliver training, guidance, and communications to colleagues on Service Design and Transition.
• Work with internal teams and external suppliers to improve service quality and customer experience.
• Stay current with industry best practice and emerging ITSM standards, supporting continuous improvement.

Connaissances

Service management

Communication

Collaboration

Analytics

ITIL processes

Description du poste

IT Service Management (ITSM) Analyst - NHSBSA -Stella House - Newcastle

Location: Newcastle upon Tyne

Pay Rate: £16.40ph

Contract: March 2026 with possibility of extension

Join a modern, forward-looking IT Service Management team helping the business evolve into a multi-sourcing digital organisation. In this role, you'll play a key part in ensuring new and changed IT services are ready for users-backed by strong process, clear documentation, and measurable performance.

What you'll be doing:

• Support the introduction of new IT services and changes to existing services, ensuring readiness for users and support teams
• Partner with technical teams, suppliers, and stakeholders to understand service requirements and assess impacts
• Create and maintain service documentation, processes, and Service Design Packages
• Support ITIL-aligned service management activities, ensuring services follow best practice and organisational policies
• Monitor service performance and track KPIs/service levels, identifying issues and improvement opportunities
• Contribute to ITSM processes including Change Management, Service Transition, and Configuration Management
• Maintain accurate records in the ITSM tool and support testing/validation before go-live
• Produce management information and compliance/performance reports to keep teams informed and services improving
• Deliver training, guidance, and communications to colleagues on Service Design and Transition
• Work with internal teams and external suppliers to improve service quality and customer experience
• Stay current with industry best practice and emerging ITSM standards, supporting continuous improvement

What you'll bring:

• Strong Service Management foundations with a practical, delivery-focused approach
• Excellent communication skills-able to translate complex technical detail into clear, actionable information
• A collaborative mindset, with confidence building relationships across business and technology teams
• Good analytical ability to monitor performance, interpret KPIs, and drive process compliance
• Experience (or strong interest) in ITIL processes and continuous service improvement
• Comfortable working with service documentation, process frameworks, and structured change activities

Additional information:

If you're looking to make a real difference-helping services launch smoothly, improving customer experience, and strengthening service management capability-

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.