ROLE OVERVIEW //
We are seeking a proactive and detail-oriented Service Management Analyst to join our IT Service Management team within Technology. This role is pivotal in ensuring the stability and resilience of our IT services through effective Problem Management, Incident and Major Incident Management, and providing cover for our Change Management processes.
You will work closely with technical teams, service owners, and stakeholders to drive root cause analysis, manage high-impact incidents, and support the governance of change activities. This is a hands-on role requiring strong analytical skills, excellent communication, and a solid understanding of ITIL practices.
KEY RESPONSIBILITIES //
The key responsibilities of this role are set out below and there may be others which are not listed. You may be required on occasion to work outside our normal working hours of 9:30am to 5:30pm.
Problem Management
* Own and manage the end-to-end Problem Management process in alignment with ITIL v4 practices.
* Proactively identify and log problems based on incident trends, monitoring data, and stakeholder feedback.
* Facilitate and lead Root Cause Analysis (RCA) sessions using structured methodologies (e.g., 5 Whys, Fishbone, Kepner-Tregoe).
* Maintain and update the Known Error Database (KEDB) and ensure visibility of workarounds and permanent solutions.
* Collaborate with technical teams to define and implement corrective actions and preventive measures.
* Monitor and report on problem resolution progress, ensuring timely closure and documentation.
* Drive continual service improvement (CSI) initiatives based on problem insights and service performance data.
* Ensure problems are prioritised based on business impact and risk and escalated appropriately when necessary.
* Conduct regular problem reviews with stakeholders to ensure accountability and progress.
Incident & Major Incident Management
* Own and manage the Incident Management process to ensure swift restoration of normal service operations with minimal disruption.
* Act as the primary coordinator for major incidents, ensuring structured and timely response across resolver teams.
* Lead major incident bridges, ensuring clear communication, rapid decision-making, and effective stakeholder engagement.
* Ensure incidents are correctly categorised, prioritised, and assigned in accordance with business impact and urgency.
* Maintain high-quality incident records, including timelines, actions taken, and resolution details.
* Drive post-incident reviews (PIRs) to identify root causes, document lessons learned and ensure follow-up actions are tracked and completed.
* Integration with the Problem Management processes to ensure recurring incidents are investigated and addressed.
* Monitor incident trends and performance metrics to identify opportunities for service improvement.
* Ensure compliance with SLAs and OLAs, escalating breaches and risks appropriately.
* Provide regular incident reporting and analysis to stakeholders, including dashboards and executive summaries.
* Champion a customer-focused approach to incident handling, ensuring timely updates and clear communication throughout the lifecycle.
* Support continual improvement of the Incident Management process, aligning with ITIL v4's Service Value System (SVS) and guiding principles.
Change Management (cover)
* Provide support and cover for Change Management processes during absences or peak periods.
* Review and assess change requests for risk, impact, and readiness as per the TCAB and CAB policy and process.
* Participate in and lead (where required and necessary) Technical Change Authority Board (TCAB) and Change Authority Board (CAB) meetings.
* Ensure changes are implemented with minimal disruption and in accordance with governance standards.
CANDIDATE PROFILE //
Candidates for this position must have:
* Proven and demonstrable experience in an IT Service Management role, ideally within a medium-to-large enterprise (Legal).
* ITIL v4 Foundation Certification or equivalent experience (
required
).
* Additional ITIL modules or certifications (e.g., Problem Management, High Velocity IT) are desirable but not essential.
* Strong understanding of ITIL v4 practices, particularly Problem, Incident, and Change Management.
* Excellent analytical and troubleshooting skills.
* Confident communicator with the ability to engage stakeholders at all levels.
* Experience using ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell, TOPdesk etc.).
* Calm under pressure and able to manage multiple priorities.
* Strong documentation and reporting skills.
* A continuous improvement mindset with a passion for service excellence.
We welcome applications irrespective of race, colour, ethnic or national origin, disability, sex, gender identity, sexual orientation, age, religion, belief or marital status.