ITSM Analyst: Drive Service Launches & Improvements

Brook Street; Newcastle upon Tyne; Sur place; GBP 19 000 - 27 000; Plein temps

Résumé du poste

Brook Street is recruiting an IT Service Management (ITSM) Analyst for NHSBSA in Newcastle. You will support the introduction and readiness of new IT services, working with internal and external teams to ensure smooth deployment and ongoing performance.

You will document services, support ITIL-aligned activities, monitor KPIs, and contribute to continual service improvement, with a focus on clear communication and stakeholder collaboration in a fast-moving environment.

Qualifications

• Strong service management foundations with a delivery-focused approach.
• Excellent communication skills to translate technical detail into clear information.
• Collaborative mindset with confidence building relationships across teams.
• Good analytical ability to monitor KPIs and drive process compliance.
• Experience or interest in ITIL processes and continuous service improvement.

Responsabilités

• Support the introduction of new IT services and changes to existing services, ensuring readiness for users and support teams.
• Partner with technical teams, suppliers, and stakeholders to understand service requirements and assess impacts.
• Create and maintain service documentation, processes, and Service Design Packages.
• Support ITIL-aligned service management activities, ensuring services follow best practice and organisational policies.
• Monitor service performance and track KPIs/service levels, identifying issues and improvement opportunities.
• Contribute to ITSM processes including Change Management, Service Transition, and Configuration Management.
• Maintain accurate records in the ITSM tool and support testing/validation before go-live.
• Produce management information and compliance/performance reports to keep teams informed and services improving.
• Deliver training, guidance, and communications to colleagues on Service Design and Transition.
• Work with internal teams and external suppliers to improve service quality and customer experience.
• Stay current with industry best practice and emerging ITSM standards, supporting continuous improvement.

Connaissances

Service management

Communication

Collaboration

Analytics

ITIL processes

Description du poste

Brook Street is recruiting an IT Service Management (ITSM) Analyst for NHSBSA in Newcastle. You will support the introduction and readiness of new IT services, working with internal and external teams to ensure smooth deployment and ongoing performance.

You will document services, support ITIL-aligned activities, monitor KPIs, and contribute to continual service improvement, with a focus on clear communication and stakeholder collaboration in a fast-moving environment.