ITIL Process Analyst

ZipRecruiter; London; Hybrid; GBP 50,000 - 58,000; Full time

Job summary

A leading global law firm is seeking an ITIL Process Analyst to join their London office on a permanent basis. The successful candidate will be responsible for documenting ITIL processes, analyzing service management, and ensuring compliance across teams. This role offers a competitive salary of up to £58k and the opportunity to work in a hybrid model.

Qualifications

• Experience with ITIL framework and process analysis.
• Strong understanding of IT service management.
• Excellent communication and documentation skills.

Responsibilities

• Documenting and maintaining all policies and procedures related to ITIL processes.
• Analyzing and improving IT service management processes.
• Collaborating with various teams to ensure process compliance and efficiency.

Skills

Communication

Documentation

Process Analysis

Job description

Job Description

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

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

Responsibilities include:

• Document and maintain all policies and processes related to Incident Management.
• Identify and categorize 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, deputize 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 practices.

Requirements:

• Proven experience in IT service management, with a strong understanding of ITIL processes and frameworks.
• ITIL Foundation certification is mandatory; additional ITIL accreditation is desirable.
• At least 2 years' experience in delivering ITIL processes.
• Ability to manage multiple ITIL processes efficiently.
• Prioritize tasks to meet SLAs and deadlines.

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position. DGH Recruitment Limited acts as both an Employment Agency and Employment Business.