ITIL Service Management Analyst

Job description

Morgan Hunt is collaborating with a leading public sector organisation to recruit an ITIL Service Management Analyst. In this pivotal role, you will spearhead the alignment of IT Service Management policies and processes with industry best practices, ensuring they seamlessly support operational strategic objectives. Your extensive expertise will be instrumental in reviewing existing processes, identifying areas for enhancement, and driving the implementation of new processes, all while fostering engagement among stakeholders to foster a culture of continual service improvement.

A key aspect of your responsibilities will involve producing comprehensive reports and leveraging data analysis to pinpoint trends and areas of focus. This data-driven approach will facilitate constructive discussions with suppliers, enabling you to effectively monitor contractual obligations and drive improvements where necessary.

Key Deliverables:

• Elevate problem management processes by leveraging our new ITSM toolset, ServiceNow, while serving as the liaison between internal resolver teams, external service providers, and end users for all IT Service Delivery matters.
• Enhance and create ITIL-aligned processes to support Continuous Service Improvement initiatives, encompassing Problem Management, Service Request Management, Joiners/Movers/Leavers processes, Service Transition, and Demand/Capacity Management.
• Refine the Service Request (SR) process to drive efficiency and tailor responses based on the nature of requests, while also establishing a robust solution for maintaining the IT Product Catalogue.
• Standardize IT Service Onboarding and Offboarding procedures, incorporating both project and BAU scenarios, and establish an integrated approach with the IT Service Product Catalogue.
• Develop a streamlined IT Demand Management process as a centralized entry point for operations to request IT resources, ensuring alignment with existing commitments.
• Collaborate with colleagues to continually refine Joiners/Movers/Leavers processes, and undertake any other tasks related to IT Service Management as directed by the IT Service Delivery Manager.

Person Specification:

To excel in this role, you should possess the following essential attributes, experience, skills, and knowledge:

• ITIL qualification (minimum V3) with a comprehensive understanding of the ITIL Framework.
• Proven experience in service management within a dynamic, fast-paced environment, coupled with proficiency in industry-standard service management tools.
• Demonstrated ability to effectively engage with internal and external stakeholders, managing expectations with finesse.

Additional Benefits:

• Competitive salary of £40,000 for a 12-month fixed-term role.
• Exceptional employer pension contributions of 27%, equivalent to approximately £10,000 per annum.
• Generous leave entitlement, including 27.5 days leave (25 days annual leave 2.5 days privilege leave) increasing with each year of service, plus bank holidays.
• Access to exclusive discounts on various goods and services, flexible working arrangements, and professional development opportunities.
• Comprehensive health and wellbeing initiatives, including enhanced sick pay and regular development opportunities.
• Various employee benefits, including season ticket loans, cycle-to-work schemes, and generous shared parental leave and pay.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.