Service Management Analyst

Our purpose is to make great financial decision making a breeze for everyone, and that purpose drives us every day. It’s why we’re on a mission to create an automated quoting engine, with the simplest of experiences, wrapped in a brand everyone loves! We change lives by making it simple to switch and save money and that’s why good things happen when you meerkat. We’d love you to be part of our journey.

As the Service Management Analyst you will act as a key point for CtMs Service Management activities to ensure that we provide a first class service to our customers. Ensuring our processes are meeting and continue to meet the needs of the business by applying a principle of 'value first' as part of a regular review cycle. You will analyze data, identify trends, provide insight to key stakeholders in order to drive improvement.

Everyone is welcome. We have a culture of creativity. We approach our work passionately, improve constantly and celebrate our wins at every turn. We are an inclusive workplace and our employees are comfortable bringing their authentic, whole selves to work. Everyone is welcome. Be you. This means we’re excited to hear from people with a range of skills, experiences and ideas. We don’t expect you to tick all the boxes, but would love to hear what makes you great for this role.

Some of the great things you’ll be doing:

• Supporting the definition, documentation, adoption, and operation of core Service Management processes and procedures, including but not limited to Incident Management, Problem Management, and Release Management.
• Collaborating with the wider business teams to support process improvements and service enhancements.
• Identifying and recommending opportunities for continual service improvement to enhance business value.
• Engaging with stakeholders and assisting in company-wide communications for priority incidents.
• Contributing to increasing process maturity and effectiveness through Continuous Service Improvement.
• Advocating for the end customer, ensuring a strong customer focus when managing incidents.
• Supporting the generation of monthly operational reports, including detailed analytics.
• Helping to educate the business on relevant service management processes.
• Participating in an out-of-hours incident management support team as required.

What we’d like to see from you:

• Experience of working in an IT Operations function.
• Experience in ITIL Service Management, including Incident, problem, change and release.
• Good stakeholder management skills.
• Good analytical skills and ability to provide insight.
• Ability to build and maintain excellent relationships.

Our people bring our purpose to life. We champion a culture of innovation and challenge. We have over 300 tech experts across our teams all using the latest tools and technologies including Docker, Kubernetes, AWS, Kafka, Java, Scala, Python, .Net Core, Node.js and MongoDB. There’s something for everyone. We’re a place of opportunity. You’ll have the tools and autonomy to drive your own career, supported by a team of amazingly talented people.

And then there’s our benefits. For us, it’s not just about a competitive salary and hybrid working, we care about what matters to you. From a generous holiday allowance and private healthcare to an electric car scheme and paid development, wellbeing and CSR days, we’ve pretty much got you covered!