Service Management Analyst (Hybrid) (Position located in Sheffield, United Kingdom)

TN United Kingdom; Cheltenham; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Service Management Analyst to join their dynamic team. This hybrid role involves managing incidents, problems, and changes while ensuring adherence to best practices in service management. The ideal candidate will have a strong ITIL background and a passion for improving service delivery. With a focus on collaboration and transparency, this position offers a modern work environment where innovation thrives. Join a company that values professional development and fosters a welcoming culture, where your contributions will make a significant impact on organizational success.

Benefits

Company-wide bonuses

Employee referral bonuses

Tuition reimbursement

Certification reimbursement

Relaxed dress code

Qualifications

• Proven experience in Service Management.
• Strong knowledge of Service Management frameworks.

Responsibilities

• Manage Major Incident Management and coordinate Service Bridge meetings.
• Track SLA achievement and escalate issues as required.
• Produce and share customer Monthly/Quarterly Service Reporting.

Skills

Service Management

Incident Management

Problem Management

Change Enablement

ITIL V3/4 Certification

Education

ITIL Certification

Job description

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Service Management Analyst (Hybrid) (Position located in Sheffield, United Kingdom), Cheltenham

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Client:

KnowBe4

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

2ad3add71183

Job Views:

11

Posted:

28.04.2025

Expiry Date:

12.06.2025

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Job Description:

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

To learn more about our team and office culture in England (UK), visit the following links:

• Careers Page
• Glassdoor
• LinkedIn

The Service Management Analyst role will form part of the Service Management function within Egress/ KnowBe4. This team consists of the Service Management Manager, and two Service Management Analyst roles who will manage and maintain working practices, influence adoption, and provide governance for all Service Management principles.

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

To learn more about our team and office culture in England (UK), visit the following links:

• Careers Page
• Glassdoor
• LinkedIn

The Service Management Analyst role will form part of the Service Management function within Egress/ KnowBe4. This team consists of the Service Management Manager, and two Service Management Analyst roles who will manage and maintain working practices, influence adoption, and provide governance for all Service Management principles.

Responsibilities:

Major Incident Management:

• Chair and coordinate Service Bridge meetings.
• Maintain a clear timeline of activities.
• Document and share internal updates.
• Provide customer updates via the Service Status page.
• Create Major Incident Reports for aligned customers.

Incident Management:

• Trend Incident records to identify potential Problem records.
• Track SLA achievement and chase for resolution or escalate where required.
• Track quality of tickets logged and provide feedback to teams based on categorization, priority, and level of detail.

Problem Management:

• Identify and create or triage incoming Problem records.
• Manage Problem records for internal and customer issues.
• Coordinate investigations with resolver groups to identify Root cause(s), Workarounds, and resolution.
• Communicate when workarounds have been identified with internal resolver teams.
• Communicate with Customers when Problem tickets have a resolution date set.

Change Enablement:

• Review incoming changes for quality and adherence to minimum data requirements.
• Gather technical and customer approvals as required.
• Track Change progression and completion, following process based on success or failure.
• Maintain the Forward Schedule of Change (FSoC).
• Provide daily/weekly communications on change activity to stakeholder groups.
• Manage CAB meetings accordingly.

Other responsibilities:

• Produce and share customer Monthly/Quarterly Service Reporting.
• Produce and track daily metrics on data quality, process adherence, and success rates.
• Produce weekly reports highlighting service management activities, gaps, and improvements.
• Attend meetings as required.

Required qualifications/experience:

• ITIL V3/4 certification.
• Proven experience in Service Management.
• Strong knowledge of Service Management frameworks and governance best practices.

Our Fantastic Benefits

We offer company-wide bonuses based on sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and a relaxed dress code, all within a modern, high-tech, and fun work environment. For details about benefits in each location, please visit our website.

Note: An applicant assessment and background check may be part of the hiring process.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law. Reasonable accommodations are available upon request.

No recruitment agencies, please.