Job Description We're looking for a Senior IT Service Analyst to join the Tech Foundations team here at Gousto. The team is made up of 5 IT Engineers based across London, Warrington and Clay Lake where they respond to IT requests as a first point of contact and help support projects and other initiatives to drive stakeholder value. This is a senior role, reporting into the IT Service Delivery Manager and can be located in any of our sites or the London Office. You'll be working on developing an ESM platform, developing an AI enterprise co-pilot bot and delivering an excellent user experience. You'll be motivated by being analytical of data and reporting to drive continual improvement across IT. You'll be technically able to be a third-line SME support for the IT team, helping the engineers to resolve the most complex and critical issues. You'll have extensive administration and development experience of ITSM tools as well as be able to write policies and procedures to achieve ISO certification. We're also looking for someone able to help expand our internal AI bot to help more people - exciting Core Responsibilities: Creating and developing reports for internal and external stakeholders to show performance, identify insights and create continual improvement actions and culture across the team and organisation Lead agile project delivery in direct relation to IT service to deliver high statistics on OKR key results Designing and implementing processes, improvements and policies to be compliant with ITIL and ISO frameworks ServiceNow platform administration and development to be able to support ITSM in becoming ESM and day to day tasks involved with being an ITSM system owner Understanding AI and it's abilities to be able to expand our enterprise co-pilot bot and develop and support the expansion and skills across the organisation Third-line support for IT engineers as a senior position in resolving incidents and requests Owning the process of designing a new service or transitioning changed services into operation while ensuring that it meets agreed-upon requirements and expectations Create a roadmap for continual improvement of the ITSM system to develop and implement automations and opportunities to improve CSAT and SLA's Develop and maintain core ITIL modules including asset management, licence management, change management etc to ensure we're following the framework Leading business communications and stakeholder engagement - including service delivery meetings with internal stakeholders Owning risk management and the ISO continual improvement plan (CIP) for IT