We're looking for 3 x ITSM Analysts who are confident working across both data and operational environments.
You'll be a strong fit or this role if you have:
- At least two years' experience working in or alongside Service Desk, Service Management, or IT Operations teams.
- Practical knowledge of ITSM processes, including Incident, Problem, Change, Request Fulfilment, and Asset or Configuration Management.
- Strong analytical skills, with confidence using reporting tools, spreadsheets, or BI platforms.
- Clear communication skills, able to explain complex service and data issues to both technical and non‑technical audiences.
Core Accountabilities
You'll be responsible for turning operational data into practical insight across the full service lifecycle, including:
- Analysing data across incidents, requests, problems, changes, and knowledge.
- Producing regular reporting on service performance, trends, backlogs, and risks, with clear narrative and context.
- Supporting Request Fulfilment by reviewing volumes, types, cycle times, and failure points, and identifying opportunities to simplify, automate, or retire requests.
- Analysing asset and configuration data to improve visibility, accuracy, and completeness.
- Identifying recurring service issues and patterns that indicate underlying process, technology, or data problems.
- Providing data‑led input into Problem Management, service reviews, and improvement initiatives.
- Tracking the impact of service changes and improvements over time.
Key Outputs
Your work will provide clarity across teams and functions. Typical outputs include:
- Service performance reports combining operational, request, and asset perspectives.
- Trend analysis showing how demand, resolution times, and asset‑related issues evolve.
- Insight packs highlighting configuration risks, data gaps, and their operational impact.
- Analysis of request fulfilment performance, including candidates for standardisation or automation.
- Before‑and‑after views linking improvements to measurable outcomes.