IT Service Management Analyst

• Owns and drives the full lifecycle of Problem Management in accordance with ITIL v4 principles.
• Proactively identifies underlying issues and patterns using incident trends, monitoring insights, and stakeholder input.
• Facilitates structured Root Cause Analysis sessions using recognised methodologies such as 5 Whys, Fishbone, and Kepner-Tregoe.
• Maintains and continually improves the Known Error Database to ensure availability of workarounds and documented resolutions.
• Partners with engineering and operations teams to define, track, and implement both corrective and preventive actions.
• Provides progress reporting and ensures timely progression and closure of problem records.
• Leads continuous service improvement initiatives based on systemic issues and performance insights.
• Prioritises activities based on operational risk and business criticality, ensuring appropriate escalation paths.
• Conducts regular reviews with stakeholders to maintain accountability and alignment.

Incident and Critical Event Management

• Oversees the Incident Management process to safeguard business continuity and reduce operational disruption.
• Coordinates responses to high-impact incidents, ensuring structured engagement and clear communication across resolver groups.
• Leads incident bridges, accelerating decision-making and ensuring stakeholders remain informed throughout the event lifecycle.
• Ensures accurate classification, prioritisation, and ownership of incidents based on impact and urgency.
• Maintains detailed incident records, ensuring traceability of timelines, actions, and resolution paths.
• Conducts post-incident reviews to identify lessons learned, root causes, and service improvement opportunities.
• Ensures recurring or systemic incidents are transitioned into Problem Management investigations.
• Monitors incident performance, SLA adherence, and trends to drive proactive service improvements and risk mitigation.
• Produces reporting and dashboards for senior stakeholders, providing clear operational insights and executive summaries.
• Promotes a customer-oriented approach and drives continual service improvement aligned with ITIL v4's Service Value System.

Change Governance (as required)

• Provides support and coverage for Change Management activities, ensuring that modification requests are assessed, validated, and governed appropriately.
• Reviews changes for operational risk, potential impact, and implementation readiness.
• Participates in governance boards, providing insight and direction to ensure changes are delivered safely and with minimal business impact.
• Supports adherence to established standards to maintain controlled deployment processes.

Experienced IT Service Management professional with a strong focus on maintaining the stability, resilience, and continual improvement of enterprise technology environments. Skilled in managing and improving operational processes aligned to ITIL best practices, with hands-on experience in root cause analysis, critical incident coordination, and governance of change activities., * Proven experience in an IT Service Management capacity within a complex enterprise environment.

• Strong practical understanding of ITIL v4, with expertise across Problem, Incident, and Change Management disciplines.
• Skilled in analytical diagnosis, structured problem-solving, and process improvement.
• Confident communicator with the ability to influence stakeholders and present findings clearly.
• Hands-on experience with industry-standard ITSM platforms such as ServiceNow, BMC Remedy, Cherwell, and TOPdesk.
• ITIL v4 Foundation certification (mandatory); additional ITIL modules advantageous.
• Demonstrates resilience, composure, and prioritisation skills in high-pressure environments.
• Strong reporting, documentation, and governance capabilities.
• Committed to driving continual improvement and delivering high-quality services.

BEHAVIOURAL COMPETENCIES

• Technical and professional expertise
• Commitment to service excellence
• Results-driven mindset
• Analytical judgement and decision-making
• Influential communication
• Effective collaboration
• Leadership capability and stakeholder management
• Personal resilience and adaptability