IT Service Management Analyst-Hybrid-Inside IR35

IT Service Management Analyst

Location: Victoria, London (Hybrid) Security Clearance: Must be eligible for SC Clearance

We're looking for an IT Service Management Analyst to join a growing Digital Services team, supporting the delivery, governance and continual improvement of core IT Service Management (ITSM) processes.

This is a hands-on role that will see you working across Change Enablement, Service Transition, Problem Management and Service Continuity, helping to ensure services are introduced and maintained effectively within a complex enterprise IT environment.

You'll work closely with infrastructure teams, service owners, project teams, information security specialists and third-party suppliers, helping to ensure services are operationally ready, compliant and fully supported throughout their lifecycle.

This is an excellent opportunity for someone with a solid grounding in ITIL practices who is looking to develop their career within a modern cloud and infrastructure environment.

Key Responsibilities

Change & Release Management

• Support Change Enablement processes and coordinate Change Advisory Board (CAB) activities.
• Ensure change requests are appropriately recorded, assessed, approved and scheduled.
• Maintain change calendars, records and supporting documentation.
• Track and report on change performance and associated risks.

Service Transition

• Support the onboarding of new and changed services into Business as Usual (BAU).
• Coordinate readiness reviews, acceptance criteria and early-life support activities.
• Validate operational documentation, runbooks and support handovers.
• Work with technical teams to ensure services are fully prepared for live operation.

Problem Management & Service Improvement

• Maintain problem records and support root cause investigations.
• Monitor trends and recurring issues across the IT estate.
• Coordinate corrective and preventative actions.
• Identify opportunities to improve service management processes and operational efficiency.

Service Governance & Reporting

• Produce and maintain operational metrics, dashboards and reports.
• Monitor service management KPIs and improvement actions.
• Support governance forums with reporting and operational updates.
• Help maintain service catalogues, process documentation and standard operating procedures.

Risk, Continuity & Compliance

• Support service continuity and disaster recovery planning activities.
• Maintain continuity documentation and testing records.
• Assist with audit and compliance requirements.
• Work with Information Security teams to ensure operational and governance standards are maintained.

Essential

• Experience working within an IT Service Management or Service Operations environment.
• Good understanding of ITIL principles and service management best practices.
• Experience supporting Change, Release, Problem or Service Transition processes.
• Experience using ITSM platforms such as ServiceNow, Freshservice, Jira Service Management or similar.
• Strong reporting, documentation and administrative skills.
• Excellent communication skills with both technical and non-technical stakeholders.
• Experience working with internal teams and third-party suppliers.