IT Service Operations Analyst

The role

The IT Service Operations Analyst focuses on high priority incidents that have significant business impact. The role leads the response to these incidents taking ownership of service restoration from initial escalation through to resolution. It coordinates technical teams sets clear priorities removes blockers and ensures updates are timely and accurate for business stakeholders. The role works closely with Service Delivery Managers to support restoration of service and ensure clear consistent business communication throughout the incident lifecycle.

Alongside incident leadership the role supports service governance and reporting. It produces and validates service MI tracks performance against service levels and contributes to problem investigations to reduce repeat incidents. It ensures accurate records clear reporting into senior management and continuous improvement across incident problem and change processes.

Key Responsibilities

In this role youll take the lead during highpriority incidents guiding the service restoration process from the initial escalation right through to resolution. Youll bring teams together set clear priorities remove blockers and chair incident calls to keep everyone aligned and moving at pace. Clear communication is a big part of what youll dokeeping business stakeholders senior leaders third parties and Service Delivery Managers informed with timely transparent updates. Youll also ensure every incident is accurately managed in ServiceNow from logging and categorisation to tracking and SLA compliance.

Alongside incident handling youll take a proactive approach to preventing issues before they happen through Problem Management. Youll analyse trends spot risks or recurring problems and lead investigations to drive meaningful rootcause actions.

Youll produce and validate service reporting with clear recommendations help coordinate IT support for key business events and make sure IT controls and governance requirements are met.

Finally youll take ownership of improving processes knowledge articles and data qualitycontinuously looking for opportunities to strengthen how incident and problem management operate.

Skills & Experience Required

Youll bring excellent written and verbal communication skills with the ability to engage and influence stakeholders at every level. Staying organised under pressure comes naturally to you and youre confident making decisions and setting priorities when it matters most. Your strong analytical and problemsolving skills shine during highimpact incidents and youre experienced working with ServiceNow or similar ITSM tools to manage incidents track performance and produce clear insightful reporting. A solid understanding of ITIL particularly incident problem and change management underpins the way you work and enables you to build trusted relationships across the business and with thirdparty suppliers.

Youll be comfortable interpreting service MI spotting trends and using data to drive continuous improvement. A customerfocused mindset is key along with a genuine commitment to service quality and positive outcomes.

Desirable experience includes holding an ITIL Foundation certification (or higher) leading problem management or rootcause investigations and working in a regulated or governancedriven environment. Knowledge of monitoring and event management tools is a bonus as is experience contributing to service reviews governance forums or audit activities.

Required Skills:

ITILSLAChangeProblem ManagementIncident Management