Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead problem management and root cause analysis to enhance IT service reliability.
- Company: Join a prestigious global law firm with a strong focus on IT service management.
- Benefits: Competitive salary, bonus, hybrid work model, and comprehensive benefits.
- Why this job: Make a real impact by improving critical business systems in a dynamic environment.
- Qualifications: Experience in ITSM, ITIL knowledge, and strong analytical skills required.
- Other info: Opportunity for career growth in a high-profile organisation.
The predicted salary is between 44000 - 52000 £ per year.
Global law firm seeks a Problem Manager / IT Service Management Analyst to join the Technology team with a particular focus on Root Cause Analysis (RCA). Working within a small but dedicated ITIL focused Service Management function which aims to ensure the reliability, performance, and continual improvement of critical business systems (Applications and Infrastructure). You’ll work with technical teams and service owners to uncover root causes behind major incidents and implement long-term solutions that prevent recurrence.
As the Problem Manager Analyst / IT Service Management Analyst, you’ll focus on Problem Management, leading structured investigations, facilitating Root Cause Analysis sessions, and embedding preventative measures that strengthen the service landscape. Key responsibilities will include:
- Ownership and lead the Problem Management process from identification through to closure, aligned with ITIL v4 principles.
- Proactively identify problem trends from incident data, monitoring tools, and stakeholder feedback.
- Facilitate Root Cause Analysis (RCA) sessions using structured methodologies such as 5 Whys, Fishbone, or Kepner-Tregoe.
- Maintain the Known Error Database (KEDB), ensuring accurate documentation of workarounds and permanent fixes.
- Collaborate with technical and operational teams to define and implement corrective and preventative actions.
- Track and report on problem resolution progress, ensuring accountability and measurable improvement.
- Drive Continual Service Improvement (CSI) initiatives based on problem insights and service performance data.
- Support Incident and Major Incident Management, ensuring effective communication and rapid restoration of service.
- Provide cover for Change Management during absences or peak periods, reviewing changes for risk and readiness.
We are searching for an ITIL focused Service Management Analyst who has gained significant experience in Problem Management and root-cause analysis. You may have been working in a full ITSM Service Management Analyst role (Incident, Problem, Change) or as a dedicated Problem Manager within an ITSM team. Your skills and experience will include:
- Proven experience in IT Service Management (ITSM), ideally within a complex or enterprise-scale environment.
- Strong knowledge of ITIL v4, particularly Problem, Incident, and Incident Management.
- Hands-on experience leading Root Cause Analysts and service improvement activities.
- Confidence in facilitating cross-functional investigations and presenting findings to stakeholders.
- Excellent written and verbal communication skills.
- Experience with ITSM tools such as ServiceNow, BMC Remedy, Cherwell, or TOPdesk.
- ITIL v4 Foundation certification (required); additional ITIL modules are desirable.
- Excellent communication, organisation and presentation skills backed by significant technical expertise within infrastructure/application service management environments.
Excellent opportunity to join a dedicated team and play a crucial role within the ITSM function. High-profile organisation with excellent reputation and benefits package.
Information Technology Service Management Analyst employer: Comtecs Group
Contact Detail:
Comtecs Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information Technology Service Management Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the ITSM field, especially those who work in law firms or similar environments. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Get ready for interviews by brushing up on your ITIL v4 knowledge and problem management techniques. Be prepared to discuss real-life scenarios where you’ve successfully led Root Cause Analysis sessions or improved service processes.
✨Tip Number 3
Showcase your skills with a portfolio! If you’ve got examples of reports, RCA findings, or service improvement initiatives, put them together. This will help you stand out and demonstrate your hands-on experience.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals like you. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Information Technology Service Management Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience with ITIL, Problem Management, and any relevant tools like ServiceNow. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT Service Management and how your background makes you a perfect fit for our team. Keep it engaging and personal – we love a bit of personality!
Showcase Your Problem-Solving Skills: Since this role focuses heavily on Root Cause Analysis, be sure to include examples of how you've tackled complex problems in the past. We want to see your analytical thinking in action, so don’t hold back!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get the best experience possible. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Comtecs Group
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL v4 principles, especially around Problem Management and Root Cause Analysis. Be ready to discuss how you've applied these methodologies in past roles, as this will show your understanding and practical experience.
✨Prepare for Scenario Questions
Expect to be asked about specific incidents you've managed or problems you've solved. Think of examples where you led RCA sessions or implemented preventative measures. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Familiarise Yourself with Tools
If you've used ITSM tools like ServiceNow or BMC Remedy, be prepared to talk about your experience with them. Highlight any specific features you’ve leveraged for problem management or reporting, as this will demonstrate your hands-on expertise.
✨Showcase Your Communication Skills
As a Problem Manager, you'll need to communicate effectively with various stakeholders. Practice articulating complex technical issues in simple terms, and be ready to discuss how you've facilitated cross-functional investigations in the past.
