IT Service Management Analyst

The Role:

IT Service Management Analyst is sought by thriving financial services organisation in the City of London. This role has a wide and varied number of responsibilities on a global level. You will assist colleagues to navigate complex situations with regards to processes, tools and suppliers.
Working with the Group Head of User Support and Service Management you will help manage and improve day to day functions to ensure operations run smoothly and are continuously improved.

Key Responsibilities:

Change Authorisation Board (CAB)
• Experience of running a CAB and act as the CAB Manager. You will be able to appropriately challenge those bringing changes for review.
• Evolve the Change Process to ensure it keeps pace and stays relevant.
• Track change related SLA’s to ensure they are reporting correctly.
• Work closely with primary outsourcing partners to report on change effectiveness.
• Maintain the Change Management Documentation.

Configuration Management
• Evolve Configuration Management practices and enhance their CMDB
ServiceNow
• Become familiar with ServiceNow deployment and champion its use
• Create reports and dashboards to help manage operations

Incident, Problem, Capacity, Knowledge and Request Management
• Understand how the above areas and processes work to create resiliency within the team. Help the team to further develop and manage these processes
• Support new projects and initiatives to ensure any ITSM related changes are captured and implemented

Key Requirements:

• Experience working within an ITIL Framework
• Experience running or managing the Change Process and Change Authorisation Board
• Experience creating, documenting, testing and refining processes
• Experience working with a diverse range of technologies including both legacy and cloud
• Experience working with ITSM Systems
• Good knowledge of Microsoft Outlook and Excel, Word and PowerPoint
• Excellent interpersonal skills – to communicate clearly and effectively at all levels.
• Ability to maintain high level of confidentiality in respect of information / documents / projects being produced or undertaken.
• Excellent organisational and time management skills with the ability to prioritise workload and multi-task.
• Ability to work under pressure, meeting tight deadlines.

For a full consultation on this exciting new role, get in touch with ARC IT today!