ITSM Operations Analyst

Job not on LinkedIn

🔥 34 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 10%

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RS

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1937

🤝 B2B

💼 Consulting

B2B • Sales • Consulting

RS is a company that specializes in sales and consulting services, emphasizing the importance of delivering products that provide clear value to its customers. Since its founding, RS has aimed to be a leader in the sales industry, fostering a strong team environment that prioritizes employee development and customer satisfaction. The company showcases its commitment to quality and transparency, as well as its successful history with numerous completed projects and industry awards.

📋 Description

• Support and champion ITIL processes across Incident, Problem, Change and Request Management • Coordinate Major Incidents (P1/P2) and managed P3 incidents, driving timely service restoration and stakeholder communication • Lead problem management activities, including root cause analysis, action tracking and lessons learned • Support Change Management processes, including CAB participation, risk assessment, change governance and communication of scheduled changes • Monitor service performance, analyse SLA/KPI trends and identify opportunities for continuous improvement • Build relationships with internal teams, managed service providers and third-party partners • Act as an escalation point for service issues and ensure ownership and resolution of aged or complex tickets • Support onboarding of new services into the ITSM environment and maintain operational readiness • Participate in governance reviews and contribute to service reporting and performance management • Provide out-of-hours Major Incident support when required • Coach colleagues on ITIL best practices

🎯 Requirements

• Experience in IT Operations or Service Support roles within a global or regional business • Working knowledge of ITIL v4 frameworks and practical application across service domains • Familiarity with managing SLAs, KPIs, and service improvement activities • Strong communication and stakeholder engagement skills • Ability to remain calm and focused under pressure, especially during major incidents • Analytical and problem-solving skills with a proactive approach • ITIL Practitioner or ITIL v3 Expert certification (desirable) • Experience with ServiceNow or similar ITSM platforms (desirable) • Understanding of Agile and Waterfall project methodologies (desirable) • Exposure to enterprise business systems and infrastructure environments (desirable) • Availability to provide out-of-hours Major Incident support when required

🏖️ Benefits

• Short-term incentive opportunity • Pension/retirement • Life assurance • Salary finance (payroll deduction loan scheme) • Medical plans • Health screening • Critical illness coverage • Disability insurance • Holiday / paid time off • Employee assistance programme • Discounted gym/health club membership • Transportation assistance schemes (e.g., cycle to work, travel loans, car leasing) • Onsite catering/lunch vouchers • Retail discounts • Global recognition programme • Remote work flexibility within the UK