IT Service Transition Analyst
Duration: 6 Months
Location: Edinburgh or Glasgow (4 Days in Office a month) – Client will only accept applications from North of England or Scotland.
Rate: .00 pd (Umbrella)
Role Purpose:
As an IT Service Transition Analyst, you will support the successful introduction of new or changed IT services into the production environment, collaborating with experienced IT Service Transition Managers to coordinate transition activities, manage risks, produce operational readiness artifacts, and ensure smooth handover to BAU support teams.
Key Responsibilities:
* Assist with the planning and coordination of transition activities for new or changed services.
* Contribute to creating and maintaining essential documentation such as Transition Plans, Operational Readiness Checklists, Support Models, and Post Implementation Reviews.
Meeting Support & Governance:
* Attend project and service readiness meetings, capturing minutes, actions, risks, and decisions.
* Maintain action logs and ensure timely updates and closures.
* Support governance forums with reporting and document distribution.
Reporting & Data Management:
* Produce regular and ad hoc reports from ServiceNow, including dashboards and progress reports.
* Ensure data quality in ServiceNow through updates and coordination with technical teams.
Process and Continuous Improvement:
* Support adherence to IT Service Management processes, identifying improvement opportunities.
* Assist with creating and maintaining process guides and templates.
Stakeholder Engagement:
* Build effective relationships with Project Managers, Technical Leads, Service Owners, and Support Teams.
* Act as a central point for information and updates during transitions.
Essential Skills & Experience:
* Strong organizational skills with the ability to manage multiple tasks.
* Excellent written and verbal communication skills, especially in minute-taking.
* Experience with ServiceNow or similar ITSM platforms.
* A keen interest in IT Service Management and a willingness to learn.
* Attention to detail and a methodical approach to documentation.
* Proficient in Microsoft Office (Excel, Word, PowerPoint).
Desirable:
* Awareness of ITIL principles (ITIL Foundation certification is a plus).
* Experience in an IT operational or support environment.
* Exposure to Change or Release Management processes.
* Previous experience in a regulated industry (e.g., Financial Services, Insurance).
Key Attributes:
* Proactive, self-motivated, and eager to develop professionally.
* Collaborative team player with strong stakeholder engagement skills.
* Calm under pressure with a problem-solving mindset.
* Adaptable and able to thrive in a fast-paced environment.
What We Offer:
* A supportive environment that fosters growth and development in Service Management.
* Opportunities to work on a diverse range of projects and IT service introductions.
* Training and support towards ITIL certifications and broader ITSM knowledge.
* Exposure to a highly regulated and security-conscious financial services environment.
If you're excited about taking your first step into the world of IT Service Management and are ready to make a difference, we want to hear from you!
Please note: Pontoon is an employment consultancy and operates as an equal opportunities employer.
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