IT Service Management Analyst

A fast growing Retail business is looking for an ITSM Analyst to scope, shape and introduce a new ITSM standard process within the business. This individual will support the ITSM team in analysis of existing processes of current working practices with a specific focus on IT Service Management principles. 

The ITSM analyst will be responsible for regular service reviews and provide service improvement suggestions. They will provide guidance on IT security processes (in line with the business security policies) across the wider IT function.

Key Responsibilities

• Analyse and consult on the Incident, Service Request, Interface into Change, Problem and Escalation processes
• Ensure high levels of performance within processes
• Identify service improvement activities when required
• Analyse and consult on the current ITSM backlog by ascertaining the business requirements, use cases and user stories where applicable.
• Track and communicate the impact on the achievements/goals of process implementation
• Work with business stakeholders to ensure that processes creation and management is understood and provide guidance
• Review existing processes and scope of work to bring these processes into line with standard ITSM practice.
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
• Support the IT Service Delivery Manager in building the ITSM function, analysing current processes and identify improvements in line with the ITIL framework.
• Provide support to the business on the chosen ITSM tool, the associated processes and resourcing required to operate the support delivery.

Essential Personnel Requirements

• Experienced Service Management professional
• ITIL Foundation Qualified
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Excellent written and verbal communication skills

Preferred

• Experience of the Software Development Life Cycle
• Thorough understanding of the Brandbank IT services
• Good business credentials, business domain knowledge and business analytical skills
• Experience of working in Agile project methodologies