Service Management Analyst

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Work location: Nottingham or Sheffield

Working pattern: Hybrid. 2 office days per week, which is currently set at Monday & Tuesday.

Working hours: contracted hours in shift patterns between 8am and 5:30pm

Must be eligible for SC Clearance & be willing to undergo NPPV2 application

Salary banding: £35,000 to £40,000

Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box.

The role and what you'll be getting up to on a day-to-day basis:

Are you passionate about service management and keen to drive continuous improvement? We're looking for a dedicated and proactive Service Management Analyst to support our Incident, Knowledge, and Request Management ITIL practices. If you have a knack for analysing data, identifying trends, and implementing process improvements, this is your opportunity to make a real impact.

Your main duties will include:

• Optimise Service Practices: Drive the efficiency of the Incident, Knowledge, and Request Management processes, ensuring they align with best practices.
• Create Actionable Reports: Generate regular operational reporting packs, covering SLA performance, KPIs, key trends, and critical success factors.
• Identify Opportunities for Improvement: Conduct trend analysis to uncover areas for service enhancement and take ownership of driving these improvements through to completion.
• Collaborate Across Teams: Work closely with Service Management Account Leads, Service Delivery Managers, and development teams to provide meaningful insights and ensure continuous service excellence.
• Knowledge Management: Assist in generating and reviewing knowledge articles to fill gaps and enhance the quality of our knowledge base.

Your main duties will include:

• Regular creation of operational reporting packs, highlighting SLA performance, KPIs, escalation trends, and knowledge utilisation.
• Engaging in trend analysis to improve processes and identify opportunities for service improvement.
• Collaborating with cross-functional ITIL practices, including Problem Management and Change Enablement, ensuring smooth handover and actionable insights.
• Partnering with internal and external teams to improve business insights and enhance reporting capabilities.
• Actively contributing to the creation and maintenance of knowledgebase articles, ensuring all critical gaps are filled.

What are we looking for in the successful candidate?

We're looking for someone with a blend of technical skills, analytical prowess, and a passion for continuous improvement. Specifically, we're seeking:

• ITIL Foundation certification.
• Strong analytical skills - the ability to process and analyse large datasets, identifying trends and actionable opportunities.
• Proficiency in Microsoft Excel for service management reporting.
• Demonstrable experience in service management, specifically in Incident, Request, or Problem reporting.
• Ability to build strong relationships with internal teams and clients at various levels, gaining trust and delivering value.
• A proactive mindset with the ability to prioritise tasks and manage multiple responsibilities effectively.

What can we offer you?

• Through our one of a kind training programme, the Littlefish Academy, you can increase your earnings by £4,500.
• Referral bonus scheme of £1,000 when you successfully refer a friend.
• Access to our LinkedIn Learning platform, with over 16,000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare.
• Casual dress policy.
• Company Pension Scheme.
• Company social events.
• 25 days annual leave plus public/bank holidays.
• Purchase and sale of annual leave scheme.

Life at Littlefish:

Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart is very important as we see Littlefish grow.

• I am High Performing - I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.
• I am Passionate - We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.
• I Have a Can-Do Attitude - I am not afraid to step outside my comfort zone, we are not afraid to challenge the status quo, we get stuff done!

So, if you feel like you can make a tangible difference, apply today, and join us on this journey.

Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported. We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly.

Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has an option to prefer not to say.