Remote IT Service Management Analyst — ITIL & Incidents

SVGC Limited; Milton Keynes; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

SVGC Limited is seeking an IT Service Management Analyst to join the Digital Sensitivity Review (DSR) Service Support team. You’ll deputise for the IT Service Manager and ensure effective ITIL processes, incident handling, data analysis, and reporting to internal and external stakeholders.

The role requires UKSV SC clearance eligibility, ITIL v4 Foundation, and experience with ITSM tools such as Jira Service Management. Remote with occasional travel to Milton Keynes is expected, 37 hours weekly.

Qualifications

• UKSV Security Clearance eligibility required.
• ITIL v4 Foundation certificate required.
• Experience in managing core ITSM processes (Incident, Problem, Change).
• Strong written and verbal communication skills.

Responsibilities

• Manage Incidents and Problem tickets.
• Develop and mature ITSM processes (ITIL).
• Log and maintain RFCs for SVGC IT and third-party suppliers.
• Publish the Forward Schedule of Change (FSC).
• Support CAB operations with documentation and impact assessments.
• Analyse ITSM data to identify trends and drive improvements.
• Produce post-incident reports for Major Incidents (P1).
• Collaborate with ITSM and Project Managers on service requirements and capacity.
• Produce management reports from ITSM tools.

Skills

ITIL

Security Clearance (SC)

Jira Service Management

Atlassian tools

Analytical thinking

Communication skills

Problem management

Change management

Incident management

Team collaboration

Education

BSc in Computer Science/Information Technology or related field

Tools

Jira Service Management

Atlassian toolsets

Job description

SVGC Limited is seeking an IT Service Management Analyst to join the Digital Sensitivity Review (DSR) Service Support team. You’ll deputise for the IT Service Manager and ensure effective ITIL processes, incident handling, data analysis, and reporting to internal and external stakeholders.

The role requires UKSV SC clearance eligibility, ITIL v4 Foundation, and experience with ITSM tools such as Jira Service Management. Remote with occasional travel to Milton Keynes is expected, 37 hours weekly.