ITSM Service Analyst - ServiceNow/Halo - Birmingham

ITSM Service Analyst - ServiceNow/Halo - Birmingham - to £40K plus Bonus

My client is looking for a an experienced ITSM Service Analyst who can turn operational data into meaningful insight, helping create cleaner services, smarter decisions, and more predictable outcomes. Working closely with the Service Desk and Service Management functions, you will take responsibility for translating day-to-day operational activity into clear, actionable intelligence.

As ITSM Analyst, you will analyse service performance, demand patterns, assets, and configuration data to build a coherent picture of overall service health across the full life cycle.

Within this role, the ITSM Analyst will: 

• Analyse data across Incidents, Requests, Problems, Changes, and Knowledge
• Produce insightful reporting on performance, trends, backlogs, and risks - with clear narrative and context
• Identify recurring issues that signal deeper process, technology, or data problems
• Support Request Fulfilment by highlighting opportunities to simplify, automate, or retire demand
• Improve asset and configuration visibility by exposing data gaps and inaccuracies
• Provide data-led input into Problem Management and service improvement initiatives
• Track the measurable impact of service changes over time
• Deliver cross -silo service performance reports
• Demand and provide resolution trend analysis
• Design Insight packs highlighting configuration risks and operational impact

Technically, the ITSM Analyst will be able to demonstrate the following:

• Demonstrable expertise working in or alongside Service Desk, Service Management, or IT Operations
• Expertise working with ServiceNow and/or Halo
• Worked with ITIL good practice
• Practical knowledge of ITSM processes (Incident, Problem, Change, Request Fulfilment, Asset/Configuration Management)
• Strong analytical capability using reporting tools, spreadsheets, or BI platforms
• The ability to explain complex data and service issues clearly to both technical and non-technical audiences
• A mindset that values clarity, precision, and meaningful improvement

Please send your CV for immediate consideration