Full job descriptionIT Service Management Analyst
Location: Victoria, London (Hybrid)
Security Clearance: Must be eligible for SC Clearance
We’re looking for an IT Service Management Analyst to join a growing Digital Services team, supporting the delivery, governance and continual improvement of core IT Service Management (ITSM) processes.
This is a hands-on role that will see you working across Change Enablement, Service Transition, Problem Management and Service Continuity, helping to ensure services are introduced and maintained effectively within a complex enterprise IT environment.
You’ll work closely with infrastructure teams, service owners, project teams, information security specialists and third-party suppliers, helping to ensure services are operationally ready, compliant and fully supported throughout their lifecycle.
This is an excellent opportunity for someone with a solid grounding in ITIL practices who is looking to develop their career within a modern cloud and infrastructure environment.
Key Responsibilities
Change & Release Management
*Support Change Enablement processes and coordinate Change Advisory Board (CAB) activities.
*Ensure change requests are appropriately recorded, assessed, approved and scheduled.
*Maintain change calendars, records and supporting documentation.
*Track and report on change performance and associated risks.
Service Transition
*Support the onboarding of new and changed services into Business as Usual (BAU).
*Coordinate readiness reviews, acceptance criteria and early-life support activities.
*Validate operational documentation, runbooks and support handovers.
*Work with technical teams to ensure services are fully prepared for live operation.
Problem Management & Service Improvement
*Maintain problem records and support root cause investigations.
*Monitor trends and recurring issues across the IT estate.
*Coordinate corrective and preventative actions.
*Identify opportunities to improve service management processes and operational efficiency.
Service Governance & Reporting
*Produce and maintain operational metrics, dashboards and reports.
*Monitor service management KPIs and improvement actions.
*Support governance forums with reporting and operational updates.
*Help maintain service catalogues, process documentation and standard operating procedures.
Risk, Continuity & Compliance
*Support service continuity and disaster recovery planning activities.
*Maintain continuity documentation and testing records.
*Assist with audit and compliance requirements.
*Work with Information Security teams to ensure operational and governance standards are maintained.
Essential
*Experience working within an IT Service Management or Service Operations environment.
*Good understanding of ITIL principles and service management best practices.
*Experience supporting Change, Release, Problem or Service Transition processes.
*Experience using ITSM platforms such as ServiceNow, Freshservice, Jira Service Management or similar.
*Strong reporting, documentation and administrative skills.
*Excellent communication skills with both technical and non-technical stakeholders.
*Experience working with internal teams and third-party suppliers.