Morgan Hunt is collaborating with a leading public sector organisation to recruit an ITIL Service Management Analyst. In this pivotal role, you will spearhead the alignment of IT Service Management policies and processes with industry best practices, ensuring they seamlessly support operational strategic objectives. Your extensive expertise will be instrumental in reviewing existing processes, identifying areas for enhancement, and driving the implementation of new processes, all while fostering engagement among stakeholders to foster a culture of continual service improvement.
A key aspect of your responsibilities will involve producing comprehensive reports and leveraging data analysis to pinpoint trends and areas of focus. This data-driven approach will facilitate constructive discussions with suppliers, enabling you to effectively monitor contractual obligations and drive improvements where necessary.
Key Deliverables:
1. Elevate problem management processes by leveraging our new ITSM toolset, ServiceNow, while serving as the liaison between internal resolver teams, external service providers, and end users for all IT Service Delivery matters.
2. Enhance and create ITIL-aligned processes to support Continuous Service Improvement initiatives, encompassing Problem Management, Service Request Management, Joiners/Movers/Leavers processes, Service Transition, and Demand/Capacity Management.
3. Refine the Service Request (SR) process to driv...