ITSM Operations Analyst
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Job Description
ITSM Operations Analyst responsible for supporting ITIL processes and ensuring high-quality service delivery at RS Group. Coordinating service operations with a focus on stability and continual improvement.
Responsibilities:
- Supporting ITIL processes across Incident, Problem, Change, and Request Management
- Coordinating resolution activities for Priority 1 and 2 incidents
- Leading and supporting Major Incident Management
- Conducting post-incident reviews and ensuring documentation
- Managing and tracking problem records and actions
- Building and maintaining effective working relationships
- Contributing to continual service improvement initiatives
- Performing trend analysis across ITSM processes, SLAs, and KPIs
- Supporting the assessment and coordination of Non-Standard Requests
- Participating in CAB meetings for change assessments
- Supporting onboarding of new services into the ITSM system
- Acting as a point of contact for service-related issues
- Proactively identifying and driving closure of stalled tickets
- Attending monthly MSP governance meetings
- Participating in out-of-hours Major Incident rota
Requirements:
- Proven experience in IT Operations, Service Support, or ITSM roles
- Strong working knowledge of ITIL v4
- Experience managing and monitoring SLAs and KPIs
- Excellent communication and coordination skills
- Ability to remain calm and organised during major incidents
- Strong analytical and problem-solving skills
- ITIL Practitioner or ITIL v3 Expert certification (desirable)
- Experience using ServiceNow or similar ITSM platforms (desirable)
- Understanding of Agile and Waterfall delivery methodologies (desirable)
Benefits:
- Annual performance bonus
- Enhanced maternity and paternity leave
- Private healthcare
- Help for ongoing health conditions
- Support for neurodiverse individuals
- Streamlined fertility support
- Enhanced coverage for transgender colleagues
- IVF support for lesbian couples
- Information/support around surrogacy and adoption
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