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ITIL Service Management Analyst

Legal IT/Systems
Job Term:
Salary Description:
£55000 - £65000 per annum + + Benefits
Information Technology Services
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ITIL Service Management Analyst

ITIL Service Management Analyst required for the IT team of an International Legal Services Firm. You will join the team defining and driving the Service Management framework for IT, with specific responsibility for the Major Incident and Change Management processes.

The firm have around 1200 users internationally, with plans for further growth over the next few years. They’re taking on a number of projects and initiatives within IT to support this, including new services and technologies, as well as developing their service management framework.

The role

As ITIL Service Management Analyst your main responsibilities will cover:

Incident Management / Major Incident Management

* Co-ordinating investigation and resolution of Incidents and Major Incidents (with internal and external teams)
* Categorising incidents and taking ownership of P1 and P2 Major incidents
* Monitoring progress and driving escalation efforts for resolutions
* Communicating information about outages to the Senior IT management team, and the firm
* Chair Post Incident / Implementation reviews to identify known causes and future preventative actions
* Reviewing and developing the incident management processes on an ongoing basis

Change Management

* Chairing weekly CAB Meetings
* Reviewing Change Requests and Change plans, ensuring they meet criteria for risk and quality management
* Coordinating IT and business teams involved in changes
* Communicating Change plans to Senior IT Management and the business


The Service Management Analyst will support the ongoing drive to reduce the number of open incidents, and their impact, by ensuring members of the IT team follow defined processes. You will also support the Service Management lead in driving pro-active problem management to prevent / reduce incident recurrence.

Other tasks include:

* Reporting on Service Performance in line with Service Level Targets
* Reviewing Process Maturity
* Identifying training requirements within IT

And you:

You’ll have a background in ITIL Service Management and Service Delivery, with certifications in ITIL Service Operations and/or Service Transition. You’ll also ideal have ITIL v3 Expert Certification.

You may have held responsibility for Incident and Change management in a dedicated role previously, or be in a Team Lead / Assistant Manager support role and be looking to specialise further into Service Management.

You’ll be accustomed to working with a fast paced Technology function in an international professional services (Law, Finance, Accountancy) or similar corporate nature firm. Experience working with the ServiceNow ITSM is highly desirable.

ITIL Service Management Analyst

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