IT Service Management Analyst

IT Service Management Analyst - 12 Month FTC - London (Hybrid)

A fantastic opportunity has arisen for an IT Service Management Analyst to join our London based law firm on a 12 month fixed term contract basis.

• Experience in Problem Management and Incidents
• Provide reports for agreed KPIs and review these during the meeting, discuss Voice of the Customer feedback, discuss Any Other Business, and agree next steps where relevant.
• Able to run weekly meetings to review proposed changes people want to implement within the firm.
• Working in conjunction with the Service Desk Team Leader and IT Team Leaders in analysing historic data to identify underlying trends
• Responsible and accountable for the overall ownership of the Incident until resolution
• Chairing Major Incident Review meetings
• Review timeline of events, including 3rd party involvement / statements, agree potential and reported impact to Business, understand root cause or details around root cause investigation
• Managing Requests for Change, to ensure that these meet quality and conformance standards; co-ordinate IT staff and Customers to ensure accurate and appropriate risk assessments and communications during changes
• Chairing weekly CAB meetings, ensuring changes are appropriately risk managed, prioritised, and have no adverse effect on the business
• Train new members of Technology on ServiceNow processes as required for their role. E.g. Incident Management, Change Management.
• Administrator of the ServiceNow Platform and all Modules, including developing the Self-Service Portal available to end users.
• Strong understanding of IT Service Management (ITSM) and the ITIL best practice framework.
• Experience in dealing with third party suppliers
• Experience with ServiceNow administration and development

IT Service Management Analyst - 12 Month FTC - London (Hybrid)