ITSM Analyst

University of Oxford; Oxford; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

A prestigious academic institution in Oxford is seeking an ITSM Analyst to enhance service delivery through ITSM frameworks and tools. The successful candidate will work collaboratively to identify requirements and drive improvements in IT service management. Offering a supportive culture with flexibility in working arrangements and multiple employee benefits, this role promises a dynamic work environment. Applications close on 18 August, with interviews scheduled for 9 September.

Benefits

38 days of annual leave

Generous maternity leave

Hybrid and flexible working

Contributory pension scheme

Cycle loan and discounted travel options

Qualifications

• Experience with ITIL or a similar ITSM framework.
• Technical requirements translation into customer-friendly formats.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Support and enhance service delivery through OSM.
• Drive continuous improvements in IT service management.
• Work collaboratively with ITSM Systems and Reporting Specialists.

Skills

Analytical skills

Problem-solving

Customer experience focus

Business process mapping

Team collaboration

Education

A-Level or equivalent experience

Tools

Ivanti Neurons ITSM

Oxford Service Manager (OSM)

Job description

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ITSM Analyst - Oxford University

Our department plays a central role in supporting the University’s academic and administrative functions. We work collaboratively across departments, delivering reliable, secure, and innovative technology solutions that enable teaching, learning, research, and operations. Joining us means being part of a supportive and forward-thinking team that’s driving transformation and digital excellence across the University.

What We Offer

• 38 days of annual leave to support your wellbeing, with the option to purchase up to 10 extra days and additional leave after long service.
• One of the most generous maternity and adoption leave schemes in UK higher education, offering up to 26 weeks of full-pay leave, followed by additional statutory and unpaid leave options.
• A commitment to hybrid and flexible working to suit your lifestyle.
• An excellent contributory pension scheme.
• Affordable and sustainable commuting options, including a cycle loan scheme, discounted bus travel, and season ticket loans.
• Access to a vibrant community through our social, cultural, and sports clubs.

About the Role

• The ITSM Analyst is a key member of the central Service Desk team, responsible for supporting and enhancing service delivery through Oxford Service Manager (OSM), powered by Ivanti Neurons ITSM.
• OSM underpins ITSM best practices, ensuring customer-focused service delivery across Incident Management, IT Self-Service / Service Request Management, Change and Problem Management, Knowledge Management, Customer Satisfaction Surveys, and Asset Management. The tool is widely used by various stakeholders across the University, including departments beyond IT Services.
• Working with the ITSM Systems Specialist and the ITSM Self Service and Reporting Specialist, this role requires both technical expertise and business analysis skills to identify requirements, design solutions, and drive continuous improvements in IT service management.
• Whilst this is a full-time position, we welcome applications from candidates who wish to work part-time (minimum 30 hours/0.8 FTE), and we are supportive of flexible working.

About You

• Education to A-Level standard or equivalent experience.
• Experience with ITIL or a similar ITSM framework.
• Ability to translate technical requirements into clear, customer-friendly formats.
• Strong analytical and problem-solving skills with a methodical approach to work.
• Ability to work under pressure and meet tight deadlines.
• Experience working both independently and collaboratively within a team.
• Aptitude for business process mapping and workflow design.
• Passion for delivering an excellent customer experience.

Application Process

• A covering letter/supporting statement
• Your CV
• The details of two referees

The closing date for applications is 12 noon on Monday 18 August. Interviews will take place on Tuesday 9 September and will be held face-to-face in central Oxford.