IT Service Transition Analyst

Location: Hybrid - Edinburgh/Glasgow (on-site one week per month)Day Rate: £350-£400 per day (via Umbrella Company)Contract: Until end of October (scope for extension)Working Pattern: Full Time

We're seeking an organised and proactive IT Service Transition Analyst to support the successful introduction of new or changed IT services into the production environment. You'll work closely with IT Service Transition Managers, providing coordination, documentation support, and governance across a variety of transition activities.

• Assist IT Service Transition Managers in planning and coordinating transition activities.
• Contribute to key transition documentation, including Transition Plans, Operational Readiness Checklists, Support Models, and Post-Implementation Reviews.

• Attend project and readiness meetings; accurately record minutes, actions, risks, and decisions.
• Maintain and follow up on action logs.
• Support governance forums with reporting, pack creation, and distribution.

• Produce regular and ad-hoc ServiceNow reports, including Change & Release dashboards and onboarding status updates.
• Maintain high-quality data within ServiceNow through updates and coordination with technical teams.

• Support adherence to ITSM processes (Change, Release, Configuration, Incident, Problem).
• Identify and contribute to workflow and documentation improvements.
• Assist with creating and maintaining process guides and templates.

• Build effective working relationships with Project Managers, Technical Leads, and Support Teams.
• Serve as a central coordination point for updates across the transition lifecycle.

• Strong organisational and multitasking abilities.
• Clear written and verbal communication skills, with experience in minute-taking.
• Hands-on experience with ServiceNow or similar ITSM tools.
• Exceptional attention to detail and documentation accuracy.
• Proficiency with Microsoft Office (Excel, Word, PowerPoint).

• Awareness of ITIL principles; ITIL Foundation certification is a plus.
• Experience in IT operations or support environments.
• Exposure to Change or Release Management within regulated industries (e.g., Financial Services, Banking, Insurance).

• A supportive team environment with opportunities to grow within Service Management.
• Exposure to a broad range of projects and service transitions.
• Training support towards ITIL and broader ITSM development.
• Experience within a regulated, security-focused financial services organisation.

This is an exciting opportunity to further develop your IT Service Management expertise. If you're proactive, eager to learn, and thrive in a collaborative setting, we'd love to hear from you.Apply today and take the next step in your career!

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Due to the high volume of applications we receive, we are unable to respond to everyone individually. If you do not hear from us within 48 hours of applying, please assume that your application has been unsuccessful on this occasion.