IT Service Analyst – Contract (PayE)
We have an opportunity for an IT Service Analyst on a PAYE contract basis. 3/2 hybrid work pattern.
Responsibilities
Operations & Reporting
* Maintain and enhance dashboards and reports tracking SLAs, KPIs, service trends, and risks.
* Provide actionable insights for service reviews and performance improvement.
* Coordinate incident, change, and issue records to ensure timely resolution and quality post‑incident analysis.
Vendor Coordination
* Monitor vendor performance and ensure timely updates on tickets and service improvement plans.
* Support commercial activities including renewals, contract reviews, and vendor onboarding.
* Engage with internal stakeholders to capture service demand and communicate service status effectively.
Tooling & Process
* Ensure data integrity within ITSM tools (e.g., ServiceNow) and CMDB.
* Promote process adherence and contribute to the development of knowledge articles and user communications.
* Identify opportunities to automate and streamline service processes.
Transformational Service Support
* Contribute to the evolution of service delivery by identifying gaps, inefficiencies, and opportunities for innovation.
* Support the transition from legacy service models to modern, user‑centric, and cloud‑enabled solutions.
* Collaborate with cross‑functional teams to pilot new service capabilities and measure impact.
* Assist in embedding continuous improvement and agile service management practices.
Role Dimensions
* Exposure to a dynamic, multi‑vendor service environment within a fast‑growing energy business.
* Opportunity to contribute to strategic service transformation initiatives.
* Pathway to develop toward Service Delivery Manager responsibilities through hands‑on experience and mentorship.
Role Requirements
* 3–5 years of experience in IT service operations or analysis within an ITIL‑aligned environment.
* Proficiency with ITSM platforms such as ServiceNow, BMC, or Cherwell, and experience in reporting and data visualization.
* Strong coordination, communication, and stakeholder engagement skills.
* Experience supporting service transformation or process improvement initiatives is a plus.
* ITIL v4 Foundation certification (Intermediate level desirable).
Seniority Level
Mid‑Senior level
Employment Type
Contract
Job Function
Information Technology
Industries
Oil and Gas
EEO Statement
Our role in supporting diversity and inclusion. We are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group.
Additional Information
Referrals increase your chances of interviewing at Orion Group by 2x
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