Remote IT Service Management Analyst

Atlas Technica LLC; Greater London; Remote; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Great perks

Job summary

Atlas Technica in London, United Kingdom – remote is seeking a Service Management Analyst to join the Service Management team. This proactive, client-facing role improves service performance, drives accountability, and coordinates cross-functional resolution of incidents, problems, risks, and service-improvement initiatives across assigned client environments.

The Service Management Analyst will lead ITIL-aligned Incident and Problem Management activities, facilitate Root Cause Analyses, support

Qualifications

• 2–5 years in service delivery, IT operations, or related role.
• Knowledge of ITIL practices: Incident, Problem, Change, CSI.
• Experience with Major Incident Management workflows and RCA documentation.
• Strong analytical and reporting skills interpreting metrics, SLA, KPI trends.
• Ability to influence technical teams and communicate risks clearly.

Responsibilities

• Drive incident follow-up and accountability for assigned clients, incl. escalations and backlog reduction.
• Identify recurring incidents and coordinate Problem Management follow-through.
• Facilitate Root Cause Analyses with complete findings and high-quality documentation.
• Support Major Incident Management events with coordination of resources and timelines.
• Monitor service health, SLAs, KPIs, CSAT, and trends to identify risks and improvements.
• Lead client Quarterly Business Reviews presenting performance, trends, risks, incidents, and improvements.
• Own Service Improvement Plans to enhance quality and client satisfaction.
• Deliver accurate service reporting and dashboards with actionable insights for leadership.
• Assist with policy compliance reviews and audit readiness across Service functions.
• Document ITIL process gaps and recommended improvements.
• Collaborate to create playbooks, SOPs, and knowledge-base content.
• Coordinate cross-functional handoffs to reduce process friction.

Skills

ITIL Incident Management

Root Cause Analysis

Cross-functional coordination

Client communication

SLA/KPI reporting

Remote collaboration

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

ITSM platform

Power BI

Excel

Job description

Atlas Technica in London, United Kingdom – remote is seeking a Service Management Analyst to join the Service Management team. This proactive, client-facing role improves service performance, drives accountability, and coordinates cross-functional resolution of incidents, problems, risks, and service-improvement initiatives across assigned client environments.

The Service Management Analyst will lead ITIL-aligned Incident and Problem Management activities, facilitate Root Cause Analyses, support