Overview
Are you passionate about driving excellence in IT services and making a real impact across an organisation? We are looking for a motivated and forward-thinking IT Service Management (ITSM) Analyst to join our team. In this role, you will be at the heart of IT operations, championing best-in-class service delivery through the management and enhancement of core ITSM processes, including Incident, Problem, Change, Software, and Asset Management, as well as Request and Knowledge Management.
You will work closely with cross-functional teams, business units, and key stakeholders to ensure our services meet and exceed expectations. From analysing trends and identifying automation opportunities to coordinating impactful changes and maintaining a robust knowledge base, your work will shape the user experience and drive continuous improvement. You will also gain hands-on experience with ITSM platforms such as ServiceNow, contribute to strategic process enhancements, and play a key role in software asset tracking and compliance.
If you thrive in a fast-paced environment, love solving problems, and are eager to innovate within a collaborative team, this is your chance to shine. Join us and help shape the future of IT service excellence!
Essential qualifications
* Proven experience in IT Service Management roles, preferably in a medium to large organisation.
* Good overall understanding of ITIL framework and ITSM best practices.
* Understanding of Software Asset Management tooling and processes.
* Good analytical and problem-solving skills.
* Experience working with and getting the very best out of third parties.
* Good documentation creation and reviewing skills, including the ability to produce from scratch
Desirable qualifications
* Experience working with ITSM tools, e.g. ServiceNow, is highly desirable.
* ITIL certification (Foundation level or above)
* Experience working with Software Asset Management tool sets, e.g. SNOW
Required competencies
* Very organised with good planning and coordination skills.
* Ability to interact and communicate well at all levels.
* Inquisitive mindset, not happy to accept the status quo.
* Ability to multi-task and remain calm under pressure.
* Collaborative team player who continually strives for improvement.
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