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We are seeking an ITSM Analyst to join our team in London. The successful candidate will provide support for ITSM platform issues and service requests, assist with system integrations and automation initiatives, and support continual service improvement activities.

Responsibilities:

  • Provide support for ITSM platform issues and service requests
  • Assist with system integrations and automation initiatives
  • Support continual service improvement activities
  • Work with stakeholders to gather requirements for tooling enhancements
  • Identify opportunities to improve user experience and operational efficiency

ServiceNow:

  • Support the administration and configuration of the ServiceNow platform
  • Maintain workflows, catalog items, forms, groups, and user permissions
  • Assist with enhancements across Incident, Change, Problem, Request, and CMDB modules
  • Support testing and deployment activities for platform improvements
  • Create and maintain platform documentation and process guides

PagerDuty:

  • Support administration of PagerDuty services, schedules, and escalation policies
  • Assist with onboarding new support teams and services
  • Maintain integrations between PagerDuty and monitoring tools
  • Support alerting improvements and operational reporting

Reporting & Data Analysis:

  • Build and maintain operational dashboards and reports
  • Produce regular management information and KPI reporting
  • Support reporting through ServiceNow and Power BI
  • Perform data analysis to identify service trends and improvement opportunities
  • Ensure data quality across ITSM platforms

Requirements:

  • Degree in Information Technology, Computer Science, Data Analytics, or related discipline, or equivalent practical experience
  • ITIL Foundation certification desirable
  • ServiceNow, Power BI, or CyberArk certifications desirable but not essential
  • Commitment to continued professional development

Technical Skills:

  • ServiceNow administration and configuration
  • Reporting and dashboard development (Power BI, Excel, ServiceNow Reporting)
  • Basic SQL and data analysis skills
  • Understanding of access management concepts
  • Knowledge of PagerDuty or similar event management platforms
  • Knowledge of CyberArk or Privileged Access Management concepts
  • Understanding of workflow automation and process improvement

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