ITIL Service Management Analyst

Service Management Analyst - ITIL - Incident Management - Problem Management - Contract

My client, a leader in FMCG, are looking for an ITIL Service Management Analyst to join the business on a 10 month contract.

The Service Management Analyst is a support role within the IT Operations Team. You will be responsible for ensuring ITIL process adoption across the organisation and managing a third party ITSM team.

The role provides insight across the IT Operations team including service delivery, service performance and governance. You will be responsible for promoting ITIL best practice across the full life cycle of services.

Role accountabilities:

• Support Incident Management process - ensure minimum data set information is captured, support accuracy of Incident assignment, ensure accurate population of mandatory fields, SLAs and legitimate use of 'status' fields.
• Support Major Incident Management process - ensure accuracy of business communications, maintain quality Major Incident reports and ensure follow up of lessons learnt.
• Support Change Management process - ensure detailed and clear information is provided in all Change Records, ensure accurate population of mandatory fields, support the maintenance of Requestor guidance material.
• Support Problem Management process - ensure quality of Root Cause Analysis reports, attend weekly problem review calls.
• Review and manage governance dashboard daily to ensure process compliance.
• Review and assure monthly service reports for supplier performance.
• Conduct quality audits of Incident, Change and Problem records to ensure minimum standards are being achieved.
• Coordinate and drive service improvement activity related to the ITSM team.
• Participate in ITIL process meetings under the guidance of the IT Operations & Security Governance Lead
• Support requirements definition and testing activity within ServiceNow for any enhancements to the process workflows

Must-haves:

• Knowledge and experience of ITIL
• Experience of ServiceNow
• Concern for accuracy and consistency of information
• Experience of preparing reports using service management data
• Experience of an immature IT Service Management environment
• Confidence with Microsoft Office

Service Management Analyst - ITIL - Incident Management - Problem Management - Contract