IT Service Management Analyst

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.

CORE RESPONSIBILITIES

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.

PROFESSIONAL ATTRIBUTES & EXPERIENCE

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.

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
• Analytical judgement and decision making
• Influential communication
• Leadership capability and stakeholder management
• Personal resilience and adaptability

About the job

Contract Type: Permanent

Focus: Infrastructure

Workplace Type: Hybrid

Experience Level: Mid Management

Location: City of London

Specialism: Technology & Digital

Industry: Legal

Salary: £60,000 - £75,000 per annum

Job Reference: IAQ68B-849E6E79

Date posted: 28 November 2025

Consultant: Charlie Douds