ITSM Service Operations Analyst: Incident & Change Lead

National Physical Laboratory; Teddington; Remote; GBP 45,000 - 65,000; Full time

Job summary

The National Physical Laboratory in the United Kingdom seeks a Service Operations Analyst to join the Time & Frequency department. You will monitor services, coordinate incidents, drive change enablement and manage access controls to ensure high availability.

You should have ITIL knowledge, experience with ITSM tools like ServiceNow or Jira, and a background in IT or engineering. SC clearance or the ability to obtain it is essential for this role.

Qualifications

• Experience in service operations and managing incidents, changes and service requests.
• Experience coordinating Help Desk or first-line support activities.
• Knowledge of ITIL principles and service management best practice.
• Experience using ITSM tools such as ServiceNow, Jira, Remedy or Zabbix.
• Education in IT, Computer Science, Engineering or related discipline.

Responsibilities

• Manage the monitoring of services, networks and applications.
• Coordinate incident management activities and service restoration.
• Lead Change Enablement, assessing and implementing requests.
• Manage service requests, user access controls and operational admin.
• Maintain asset, configuration and service management records.
• Coordinate backup, software maintenance and configuration activities.
• Drive compliance with security and cyber requirements across operations.
• Contribute to ITSM/ITIL-aligned process improvement.

Skills

Service Operations

ITSM

Incident management

Change enablement

Service requests

Help Desk coordination

ITIL principles

ITSM tools

Education

Information Technology/CS/Engineering qualification

Tools

ServiceNow

Jira

Remedy

Zabbix

Job description

The National Physical Laboratory in the United Kingdom seeks a Service Operations Analyst to join the Time & Frequency department. You will monitor services, coordinate incidents, drive change enablement and manage access controls to ensure high availability.

You should have ITIL knowledge, experience with ITSM tools like ServiceNow or Jira, and a background in IT or engineering. SC clearance or the ability to obtain it is essential for this role.