ITIL Process Analyst

JR United Kingdom; Slough; Hybrid; GBP 50,000 - 58,000; Full time

Job summary

A global law firm is seeking an ITIL Process Analyst for a permanent role based in London/Hybrid. The successful candidate will be responsible for incident and problem management processes, leading IT teams to ensure effective service delivery. This role requires strong ITIL skills and experience within IT service management.

Qualifications

• Minimum 2 years’ experience in delivery of ITIL processes.
• Proven experience in IT service management with strong ITIL understanding.
• Ability to manage multiple ITIL processes and prioritise tasks.

Responsibilities

• Document and maintain policies related to Incident, Problem Management, and Change Enablement.
• Lead IT teams in incident resolution and maintain stakeholder communication.
• Identify and track trends in incidents to reduce repeat occurrences.

Skills

Incident Management

Problem Management

Change Enablement

Service Delivery

Coaching and Mentorship

Education

ITIL Foundation certification

Further ITIL accreditation (desirable)

Job description

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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