ITSM Analyst

McGregor Boyall; Greater London; On-site; GBP 42,000 - 60,000; Full time

Job summary

McGregor Boyall is seeking an ITSM Analyst to develop and optimise a modern IT Service Management environment in Greater London. You will work with Service Management, Infrastructure and Operations teams to support platforms including ServiceNow, PagerDuty and Power BI, driving automation, visibility and efficiency.

The role emphasizes dashboarding, data analysis, and collaboration with stakeholders to enhance ITSM processes and tooling, with ITIL knowledge a plus.

Qualifications

• Experience with ITSM platforms and reporting tools.
• Strong data analysis and KPI reporting abilities.
• Understanding of ITIL service management concepts (foundation helpful).

Responsibilities

• Support and administer ServiceNow and PagerDuty platforms.
• Create dashboards and KPI reports using Power BI and ServiceNow.
• Assist with workflow automation and system integrations.
• Manage user access and platform configuration.
• Analyze service data to identify trends and improvements.
• Collaborate with stakeholders to improve ITSM processes.

Skills

ServiceNow

Power BI

Data analysis

ITSM principles

Workflow automation

Tools

PagerDuty

Job description

ITSM Analyst, ITIL, ServiceNow, PageDuty, Progression

We're looking for an ITSM Analyst to help develop and optimise a modern IT Service Management environment.

Working closely with Service Management, Infrastructure and Operations teams, you'll support and enhance key platforms including ServiceNow, PagerDuty and Power BI, helping improve automation, reporting, service visibility and operational efficiency.

The role:

• Supporting and administering ServiceNow and PagerDuty platforms
• Building dashboards, reports and KPI metrics using Power BI and ServiceNow
• Supporting workflow automation and system integrations
• Managing user access, permissions and platform configuration
• Analysing service data to identify trends and improvement opportunities
• Working with stakeholders to enhance ITSM processes and tooling

Skills required:

• Experience with ServiceNow, Power BI or similar enterprise platforms
• Strong reporting and data analysis skills
• Good understanding of IT Service Management principles
• Exposure to workflow automation, APIs or integrations
• Excellent communication and stakeholder engagement skills
• ITIL Foundation desirable but not essential

ITSM Analyst, ITIL, ServiceNow, PageDuty, Progression