IT Service Management Analyst

Experienced IT Service Management professional with a strong focus on maintaining the stability, resilience, and continual improvement of enterprise technology environments. Skilled in managing and improving operational processes aligned to ITIL best practices, with hands-on experience in root cause analysis, critical incident coordination, and governance of change activities.

CORE RESPONSIBILITIES

Service Problem Management

• Owns and drives the full lifecycle of Problem Management in accordance with ITIL v4 principles.

• Proactively identifies underlying issues and patterns using incident trends, monitoring insights, and stakeholder input.

• Facilitates structured Root Cause Analysis sessions using recognised methodologies such as 5 Whys, Fishbone, and Kepner-Tregoe.

• Maintains and continually improves the Known Error Database to ensure availability of workarounds and documented resolutions.

• Partners with engineering and operations teams to define, track, and implement both corrective and preventive actions.

• Provides progress reporting and ensures timely progression and closure of problem records.

• Leads continuous service improvement initiatives based on systemic issues and performance insights.

• Prioritises activities based on operational risk and business criticality, ensuring appropriate escalation paths.

• Conducts regular reviews with stakeholders to maintain accountability and alignment.

Incident and Critical Event Management

• Oversees the Incident Management process to safeguard business continuity and reduce operational disruption.

• Coordinates responses to high-impact incidents, ensuring structured engagement and clear communication across resolver groups.

• Leads incident bridges, accelerating decision-making and ensuring stakeholders remain informed throughout the event lifecycle.

• Ensures accurate classification, prioritisation, and ownership of incidents based on impact and urgency.

• Maintains detailed incident records, ensuring traceability of timelines, actions, and resolution paths.

• Conducts post-incident reviews to identify lessons learned, root causes, and service improvement opportunities.

• Ensures recurring or systemic incidents are transitioned into Problem Management investigations.

• Monitors incident performance, SLA adherence, and trends to drive proactive service improvements and risk mitigation.

• Produces reporting and dashboards for senior stakeholders, providing clear operational insights and executive summaries.

• Promotes a customer-oriented approach and drives continual service improvement aligned with ITIL v4’s Service Value System.

Change Governance (as required)

• Provides support and coverage for Change Management activities, ensuring that modification requests are assessed, validated, and governed appropriately.

• Reviews changes for operational risk, potential impact, and implementation readiness.

• Participates in governance boards, providing insight and direction to ensure changes are delivered safely and with minimal business impact.

• Supports adherence to established standards to maintain controlled deployment processes.

PROFESSIONAL ATTRIBUTES & EXPERIENCE

• Proven experience in an IT Service Management capacity within a complex enterprise environment.

• Strong practical understanding of ITIL v4, with expertise across Problem, Incident, and Change Management disciplines.

• Skilled in analytical diagnosis, structured problem-solving, and process improvement.

• Confident communicator with the ability to influence stakeholders and present findings clearly.

• Hands-on experience with industry-standard ITSM platforms such as ServiceNow, BMC Remedy, Cherwell, and TOPdesk.

• ITIL v4 Foundation certification (mandatory); additional ITIL modules advantageous.

• Demonstrates resilience, composure, and prioritisation skills in high-pressure environments.

• Strong reporting, documentation, and governance capabilities.

• Committed to driving continual improvement and delivering high-quality services.

BEHAVIOURAL COMPETENCIES

• Technical and professional expertise

• Commitment to service excellence

• Results-driven mindset

• Analytical judgement and decision-making

• Influential communication

• Effective collaboration

• Leadership capability and stakeholder management

• Personal resilience and adaptability

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates