ITIL Process Analyst

JR United Kingdom; City Of London; Hybrid; GBP 45,000 - 58,000; Full time

Job summary

A leading global law firm is looking for an ITIL Process Analyst to join their London team on a permanent basis. This role involves managing ITIL processes, ensuring incident resolution, and implementing best practices to enhance service delivery. The candidate will need ITIL certifications and a solid background in IT service management.

Qualifications

• Proven experience in IT service management.
• At least 2 years’ experience in delivery of ITIL processes.

Responsibilities

• Document and maintain policies for Incident Management.
• Lead IT teams in resolving incidents and coordinating communications.
• Identify and track trends to reduce repeat incidents.

Skills

Incident Management

Problem Management

Change Enablement

Coaching

Service Delivery

Process Improvement

Education

ITIL Foundation certification

Additional ITIL accreditation

Job description

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ITIL Process Analyst, london (city of london)

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Client:

DGH Recruitment

Location:

london (city of london), United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

16.06.2025

Expiry Date:

31.07.2025

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Job Description:

ITIL Process Analyst - London/Hybrid - Permanent - Up to £58k

A fantastic opportunity has arisen for a ITIL Process Analyst to join our London based global law firm on a permanent basis.

• Document and maintain all policies and processes related to Incident Management.
• Identify and categorise incidents, determining their impact and urgency.
• Lead IT teams in addressing and resolving incidents, ensuring timely restoration of normal operations.
• Manage the flow of information during an incident, keeping stakeholders informed and collaborating with various teams.
• Document and maintain all policies and processes related to Problem Management.
• Coordinate investigations and drive a reduction of repeat incidents by identifying and tracking trends.
• Identify trends in incidents to proactively address potential issues
• Document and maintain all policies and processes related to Change Enablement.
• Periodically review the risk register to ensure it is fit for purpose.
• When required to deputies in hosting and running Change Advisory Board (CAB) meetings
• Maintain the change schedule
• Identify areas for process improvement and optimisation.
• Assist with implementing best practices and drive initiatives to enhance service delivery and efficiency
• Provide coaching, support and mentorship to staff on ITIL processes and best practice
• Proven experience in IT service management, with a strong understanding of ITIL processes and frameworks.
• ITIL Foundation certification mandatory and desirable a further ITIL accreditation. At least 2 years’ experience in delivery of ITIL processes
• Manages multiple ITIL processes efficiently. Prioritises tasks to meet SLAs and deadlines.

ITIL Process Analyst - London/Hybrid - Permanent - Up to £58k