Service Analyst

You will be responsible for managing and delivering services for complex systems or platforms, with a focus on user satisfaction and continuous improvement.

Client Details

A large, exciting business going through a ServiceNow transformation.

Description
Ensure services meet SLAs and manage the resolution of incidents and problems.Coordinate with support teams to prioritise and resolve issues promptly, implementing measures to prevent recurrences.Maintain and enhance IT incident and problem processes, managing major issue resolution with internal and external teams.Drive continuous improvement by analysing service performance, identifying enhancement areas, and implementing initiatives.Coordinate change and release management activities, ensuring changes are planned, tested, and implemented without disrupting services.Develop service reporting mechanisms, tracking performance through key metrics, SLA compliance, and customer satisfaction reports.

Profile
Bachelor's degree in a relevant field such as Computer Science, Information Technology, or Business Administration, with ITIL certification.Proven experience as a service analyst in digital or IT services, with a focus on user satisfaction and continuous improvement.Experience with ITSM tools, particularly ServiceNow, and managing complex systems or platforms.Strong knowledge of IT service management principles and frameworks, such as ITIL, and familiarity with service desk, incident, problem, and change management processes.Excellent organisational, time management, communication, and interpersonal skills for engaging stakeholders and managing expectations.Analytical and problem-solving abilities to identify root causes of service issues, handle critical incidents calmly, and drive effective resolutions.Knowledge of service reporting and metrics to assess and communicate service performance, with a strong customer focus and a continuous learning mindset.

Job Offer

Opportunity to be part of a transformation project.