Service Management Analyst

Manchester, England, United Kingdom

1/3/2025

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We've got our ii open for our next Service Management Analyst

Working within an ITIL environment, the Service Management Analyst will focus on ensuring that effective and efficient planning, tracking and operational mechanisms are in place to ensure the business continues to operate and serves its customers, including but not limited to:

• Major Incident Planning & Management
• Problem & Change Management
• Service Transition
• Business Continuity Planning, Management and Testing
  
  
  

Requirements

• Facilitate meetings as needed with key stakeholders, ensuring all required resources, approvers and decision makers are present and engaged to support activities across the service management function
• Ensure effective and timely communication is maintained with key stakeholders across the business, escalating as needed
• Own and implement the service management processes, ensuring they continue to drive best practice and ITIL standardisation
• Assist with the reporting of Key Control and Key Risk Indicators, SLAs and other reporting as needed, ensuring information is recorded accurately and timely
• To be proactive in identifying areas for improvements, with possible solutions obtained from technical teams for department or business unit
• Manage risks across the department, highlighting areas of concern, escalating as needed
  
  

MAJOR INCIDENT MANAGEMENT:

• Coordination, ownership and management of major incidents, to restore a normal service of operation as quickly as possible and to minimise impact on business operations, ensuring the best possible levels of service quality and availability are maintained
• Act as duty manager, working with technical specialists to deal with any serious incidents out of hours, escalating as needed
  
  

PROBLEM & CHANGE MANAGEMENT:

• Own the investigation into critical and/or complex incidents, working with key stakeholders to identify the root cause, ensuring suitable fixes have been identified and implemented
• Share information on known problems and issues
• Manage the change process from start to finish, ensuring all request meet the required standards, suitable approvals have been obtained and the change has been implemented in line with process
  
  

SERVICE TRANSITION MANAGEMENT:

• Own the service transition process to ensure a smooth transition of services deployed into the live environment, ensuring changes are managed effectively and efficiently, confirming all required documentation and training required for successful delivery of the project is agreed and in place, and handed over to BAU in a controlled manner
• Work with PMO and other key stakeholders to ensure the service transition process is embedded into their delivery model and culture
  
  

BUSINESS CONTINUITY PLANNING & MANAGEMENT:

• Ensure we have the ability to recover from a disaster in a timely fashion and with minimal business and customer impact
• Own and review the Business Impact Assessment and Business Continuity process, ensuring all BIAs and BCPs from across the business remain fit for purpose
• Own and lead on the BCP testing schedule, working across the business to ensure key stakeholders are included
• Take ownership of BCP/DR testing of Important Business Service failures from ensuring test scenario is in place to follow up actions following the test
  
  

SKILLS & EXPERIENCE REQUIRED:

Essential Requirements

• At least 4 years of experience in the ITIL driven service management environment, with specific Major Incident Management experience
• Good understanding of corporate production IT Environment and IT Operations
• Experience of at least one of Incident Management, Problem Management or Change Management processes
• Demonstrable ability to effectively communicate at the technical and business management level with a willingness to understand how we work
• ITIL v4 Foundation in Service Management
• Experience of working with the ServiceNow platform for Change, Incident and/or Problem management
• Excellent communication skills, but written and verbal
  
  

Desirable Requirements

• Experience of working as part of business continuity planning and management, including scenario planning and testing
• Strong analytical skills, ideally including from the ServiceNow platform
• Ability to produce reports and presentations suitable for multi-level audiences and provide updates both formally and informally
• Ability to think logically and creatively when addressing a problem
• Good judgment in seeking and providing advice and counsel, independent of direct management oversight
• Demonstrated ability to effectively coordinate resolution efforts for escalated issues
• Understanding the business impacts of critical situations