Senior Systems Analyst - On-Site (9-Month) ITIL/ITSM

Pontoon; Welwyn Garden City; On-site; GBP 90,000 - 110,000; Full time

Job summary

Pontoon is assisting a leading retail organisation to hire a Senior Systems Analyst for a 9-month, on-site assignment in Welwyn Garden City. You will diagnose issues and work with product, engineering and infrastructure teams to keep critical technology platforms running smoothly.

The role requires ITIL knowledge, experience with ITSM tools (Zendesk, ServiceNow), Windows 11, Office 365, iOS/Android, and strong communication with stakeholders.

Qualifications

• ITIL processes knowledge, Incident & Problem management.
• Experience with ITSM tools like Zendesk or ServiceNow.
• Windows 11, Office 365, iOS/Android and peripherals.
• Familiarity with meeting room tech (Cisco) and network troubleshooting.
• Experience in IT Service Desk environments.
• Root cause analysis and customer-focused approach.

Responsibilities

• Investigate and diagnose reported technology issues.
• Collaborate with product, engineering and infrastructure teams to resolve incidents.
• Identify patterns and trends and escalate as needed.
• Own issues and keep stakeholders informed of progress.
• Publish knowledge base articles for newly identified issues.
• Engage with third-party vendors for event support.
• Provide meeting room support and collaborate with Events for executive events.
• Occasionally offer out-of-hours support for planned activities.

Skills

Incident management

Problem management

Communication

Tools

Zendesk

ServiceNow

Job description

Pontoon is assisting a leading retail organisation to hire a Senior Systems Analyst for a 9-month, on-site assignment in Welwyn Garden City. You will diagnose issues and work with product, engineering and infrastructure teams to keep critical technology platforms running smoothly.

The role requires ITIL knowledge, experience with ITSM tools (Zendesk, ServiceNow), Windows 11, Office 365, iOS/Android, and strong communication with stakeholders.