Service Management Analyst - Incident, Change & Problem

KnowBe4; Cheltenham; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading security awareness training provider in Cheltenham is seeking a Service Management Analyst to join their Service Management team. The successful candidate will be responsible for managing major incidents, ensuring quality in service delivery, and collaborating with various teams for effective problem resolution. This position requires ITIL certifications and proven experience in service management frameworks. Enjoy a dynamic workplace with excellent benefits, including company-wide bonuses and professional development opportunities.

Benefits

Company-wide bonuses based on sales targets

Tuition reimbursement

Certification reimbursement

Relaxed dress code

Qualifications

• Proven experience in Service Management.
• Strong knowledge of Service Management frameworks and governance best practices.

Responsibilities

• Chair and co-coordinate Service Bridge meetings.
• Track SLA achievement and chase for resolution or elevate issues.
• Identify and manage Problem records for internal and customer issues.
• Review changes for quality and adherence to minimum data requirements.
• Produce and share customer Monthly/Quarterly Service Reporting.

Skills

ITIL V3 / 4

Service Management experience

Governance best practices knowledge

Job description

A leading security awareness training provider in Cheltenham is seeking a Service Management Analyst to join their Service Management team. The successful candidate will be responsible for managing major incidents, ensuring quality in service delivery, and collaborating with various teams for effective problem resolution. This position requires ITIL certifications and proven experience in service management frameworks. Enjoy a dynamic workplace with excellent benefits, including company-wide bonuses and professional development opportunities.