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# IT Service Management Analyst

- **Company:** Hireful
- **Location:** Banbury, UK (Remote available)
- **Contract:** Permanent contract
- **Skills:** JIRA, Knowledge Management, Zendesk, Servicenow
- **Published:** August 7, 2026
- **Apply:** https://www.apply4u.co.uk/jobs/x/43066522/

## About the Role

that drives recurring issues to a permanent fix with Engineering & Product.Act as the bridge between Customer Success, Product and Engineering, defining clear escalation pathways and handover standardsEvolve the service management tooling - workflows, automations, reporting and engineering integrationsBuild a knowledge base that reduces repeat contacts and produce service reporting that turns trends into actionCoach first and second line agents on investigation, troubleshooting and customer communication
What you need to bring3+ years in a senior support, service desk or ITSM role.Working knowledge of ITIL Incident and Problem Management, applied pragmaticallyHands-on administration of an enterprise ITSM platform (Zendesk, Jira Service Management, Freshservice, ServiceNow or similar) - workflows and reporting, not just ticketingA track record of improving a support function, such as escalation frameworks, SLA design or knowledge management resourcesConfident, clear communicator who's comfortable in difficult conversations with customers and senior stakeholdersAvailable for occasional weekend support rota
Why you'll love this jobGenuine autonomy to shape how service management works, with real influence and no line management responsibilities for the moment.Join a business backed by fresh growth investment (Multiple millions....), with the scope to build something rather than maintain itWork alongside a team who've lived the industry they serve, in a genuinely collaborative culture
If you're ready to bring structure and pace to a growing support function in the software technology sector, we'd love to hear from you. Apply now to find out more about this exciting opportunity.TPBN1_UKTJ



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