Service Management Analyst

Service Management Analyst - London (3 days) - Permanent - Up to £62k

A fantastic opportunity has arisen for an Service Management Analyst to join our London based law firm on a permanent basis.

Key Responsibilities

• Own and manage the full problem management process, aligned with ITIL v4
• Identify and investigate root causes through structured RCA sessions
• Maintain the Known Error Database and implement preventative measures
• Drive continual service improvement based on insights and trends
• Act as primary coordinator for major incidents and lead incident response
• Facilitate incident bridges, ensuring timely resolution and effective communication
• Conduct Post-Incident Reviews and ensure follow-up actions are tracked
• Monitor incident trends and produce regular reporting for stakeholders
• Support change management processes including risk/impact assessments
• Participate in CAB/TCAB meetings and ensure adherence to governance standards
• Help ensure changes are implemented with minimal disruption to services

Key Experience & Skills Required

• Proven experience in IT Service Management, ideally within legal or large enterprise
• Strong knowledge of ITIL v4 (Foundation certificate essential)
• Familiarity with Problem, Incident & Change Management best practices
• Hands-on experience using ITSM tools (e.g. ServiceNow, BMC Remedy, Cherwell)
• Excellent analytical, communication, and stakeholder engagement skills
• Calm under pressure, highly organised, and confident leading in fast-paced environments
• Strong reporting/documentation skills and a continuous improvement mindset

Service Management Analyst - London (3 days) - Permanent - Up to £62k