IT Service Transformation Analyst (AI & Copilot)

This role sits within a Service Transformation function focused on improving colleague support experiences across IT services. The team is responsible for optimising how employees raise requests, resolve IT issues, access knowledge, and interact with support teams.

With the introduction of AI-powered tools such as Microsoft Copilot, there is a major opportunity to simplify and accelerate support journeys - reducing the time colleagues spend searching for help, raising tickets, or explaining issues.

This role will focus on embedding AI capabilities into end-to-end service processes, ensuring new AI-driven experiences are practical, measurable, and genuinely improve how colleagues access support.

Key Responsibilities

Improve support journeys using AI and Copilot

Identify opportunities where AI can enhance how colleagues and service teams interact with IT support processes, including:

• Helping users identify the correct request or incident type more quickly.
• Supporting colleagues in describing issues clearly using AI summarisation of screenshots, emails, or error messages.
• Enabling service desk teams to summarise ticket history and extract next steps quickly.
• Improving knowledge discovery with contextual article summaries and recommendations.
• Providing fulfilment teams with clearer ticket context and dependencies when work is routed to them.

Analyse existing service processes

Assess current service management workflows to identify opportunities for improvement across:

• Request catalogues
• Incident and fault handling
• Ticket routing and fulfilment
• Knowledge access and support guidance

You will identify areas where:

• Users struggle to understand next steps
• Tickets are incorrectly routed or reassigned
• Knowledge content is difficult to locate
• Virtual support tools fail to resolve issues effectively
• Service teams spend time gathering repetitive information

From this analysis, you will define targeted AI-driven improvements that solve real operational problems.

Design and test AI-enabled improvements

Working closely with product owners, service desk SMEs, and delivery teams, you will:

• Develop AI-driven workflow improvements (prompts, suggestions, automation patterns).
• Prototype simple AI agents or copilots that support service workflows.
• Ensure solutions align with governance, security, and permission models.
• Run small test-and-learn pilots to validate impact before scaling.

Support AI adoption across operational teams

Help teams embed AI into their day-to-day work by:

• Developing practical prompt guidance tailored to service operations.
• Supporting hands-on adoption through coaching and team engagement.
• Working with internal enablement and training teams to align learning materials and rollout activities.

Measure and track impact

Define and monitor performance improvements such as:

• First-time-right request selection
• Reduction in ticket misrouting
• Service desk handling time
• Effort required for colleagues to find help
• Knowledge usage and ticket deflection

Insights will support continuous improvement and future AI investment decisions.

• Experience working with IT service management processes (Service Desk, Incident, Request Management, Knowledge).
• Strong process analysis and problem-solving skills.
• Interest or experience in using AI tools such as Microsoft Copilot to improve workflows.
• Ability to translate operational pain points into clear improvement opportunities.
• Strong stakeholder communication across technical and operational teams.
• Experience working in Agile or iterative delivery environments.

Desirable

• Familiarity with ServiceNow or similar ITSM platforms.
• Experience supporting technology adoption or change initiatives.
• Understanding of modern support models combining human support, automation, and knowledge management.