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- Tasks: Manage IT incidents, lead meetings, and analyse data to improve service delivery.
- Company: Dynamic law firm in London offering a hybrid work environment.
- Benefits: 12-month contract with competitive pay and professional development opportunities.
- Why this job: Join a forward-thinking team and make a real impact on IT services.
- Qualifications: Experience in IT Service Management and familiarity with ServiceNow.
- Other info: Great opportunity for career growth in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
IT Service Management Analyst – 12 Month FTC – London (Hybrid)
A fantastic opportunity has arisen for an IT Service Management Analyst to join our London based law firm on a 12 month fixed term contract basis.
- Experience in Problem Management and Incidents
- Provide reports for agreed KPIs and review these during the meeting, discuss Voice of the Customer feedback, discuss Any Other Business, and agree next steps where relevant.
- Able to run weekly meetings to review proposed changes people want to implement within the firm.
- Working in conjunction with the Service Desk Team Leader and IT Team Leaders in analysing historic data to identify underlying trends
- Responsible and accountable for the overall ownership of the Incident until resolution
- Chairing Major Incident Review meetings
- Review timeline of events, including 3rd party involvement / statements, agree potential and reported impact to Business, understand root cause or details around root cause investigation
- Managing Requests for Change, to ensure that these meet quality and conformance standards; co-ordinate IT staff and Customers to ensure accurate and appropriate risk assessments and communications during changes
- Chairing weekly CAB meetings, ensuring changes are appropriately risk managed, prioritised, and have no adverse effect on the business
- Train new members of Technology on ServiceNow processes as required for their role. E.g. Incident Management, Change Management.
- Administrator of the ServiceNow Platform and all Modules, including developing the Self-Service Portal available to end users.
- Strong understanding of IT Service Management (ITSM) and the ITIL best practice framework.
- Experience in dealing with third party suppliers
- Experience with ServiceNow administration and development
IT Service Management Analyst – 12 Month FTC – London (Hybrid)
IT Service Management Analyst employer: DGH Recruitment
Contact Detail:
DGH Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Management Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company, understand their IT Service Management processes, and be ready to discuss how your experience aligns with their needs. Practise common interview questions and have your own questions ready to show your interest.
✨Tip Number 3
Showcase your skills! If you've got experience with ServiceNow or ITIL best practices, make sure to highlight that in conversations. Bring examples of how you've managed incidents or changes effectively in past roles.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. It shows initiative and gives you a better chance to stand out in the crowd.
We think you need these skills to ace IT Service Management Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the IT Service Management Analyst role. Highlight your experience in Problem Management and any relevant ITIL practices. We want to see how your skills align with what we're looking for!
Showcase Your Communication Skills: Since you'll be chairing meetings and discussing KPIs, it's crucial to demonstrate your communication prowess. Use clear and concise language in your application to show us you can convey complex information effectively.
Highlight Your Technical Know-How: Don’t forget to mention your experience with ServiceNow and ITSM frameworks. We’re keen on candidates who can manage incidents and changes efficiently, so let us know how you've done this in the past!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at DGH Recruitment
✨Know Your ITIL Basics
Make sure you brush up on your ITIL best practices before the interview. Understanding the core principles of IT Service Management will not only help you answer questions confidently but also show that you're serious about the role.
✨Prepare for Scenario Questions
Expect to be asked about how you've handled incidents or problems in the past. Think of specific examples where you successfully managed a major incident or led a change management process. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Familiarise Yourself with ServiceNow
Since the role involves ServiceNow administration, it’s crucial to have a good grasp of the platform. If you’ve used it before, be ready to discuss your experience. If not, consider watching some tutorials to get a basic understanding of its functionalities.
✨Show Your Team Spirit
This position requires collaboration with various teams, so be prepared to talk about your teamwork experiences. Highlight instances where you’ve worked effectively with others, especially in high-pressure situations like major incident reviews or CAB meetings.
