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- Tasks: Join our team to manage IT incidents and improve service delivery.
- Company: We're a leading law firm in London, dedicated to excellence in legal services.
- Benefits: Enjoy a 12-month contract with opportunities for professional growth and training.
- Why this job: Be part of a dynamic team, influence change, and enhance your IT skills in a supportive environment.
- Qualifications: Experience in IT Service Management and familiarity with ServiceNow is essential.
- Other info: This role offers a chance to lead meetings and collaborate with various teams.
The predicted salary is between 36000 - 60000 £ per year.
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.
Responsibilities
- 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
Seniority Level
Mid-Senior level
Employment Type
Contract
Job Function
Information Technology
Industries
Law Practice and Legal Services
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IT Service Management Analyst employer: Dghrecruitment
Contact Detail:
Dghrecruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Management Analyst
✨Tip Number 1
Familiarize yourself with ITIL best practices and the IT Service Management (ITSM) framework. This knowledge will not only help you understand the role better but also demonstrate your commitment to the principles that guide our operations.
✨Tip Number 2
Gain hands-on experience with ServiceNow, especially in administration and development. If you can showcase your ability to manage incidents and changes within this platform, it will significantly boost your chances of standing out.
✨Tip Number 3
Prepare to discuss your experience with problem management and incident resolution in detail. Be ready to share specific examples of how you've handled major incidents and what steps you took to ensure effective communication and resolution.
✨Tip Number 4
Highlight your ability to work collaboratively with various teams, especially in a law firm setting. Emphasizing your experience in chairing meetings and managing change requests will show that you can effectively lead discussions and drive improvements.
We think you need these skills to ace IT Service Management Analyst
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the IT Service Management Analyst position. Highlight key responsibilities and required skills, such as experience in Problem Management, ITIL best practices, and ServiceNow administration.
Tailor Your CV: Customize your CV to reflect your relevant experience and skills that align with the job requirements. Emphasize your background in IT Service Management, incident resolution, and any experience you have with third-party suppliers.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT Service Management and your understanding of the law firm's needs. Mention specific examples from your past experiences that demonstrate your ability to manage incidents and lead meetings effectively.
Highlight Your Technical Skills: In your application, be sure to highlight your technical skills, particularly your experience with ServiceNow and ITIL frameworks. Provide examples of how you've used these tools to improve service delivery or resolve incidents in previous roles.
How to prepare for a job interview at Dghrecruitment
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of the ITIL best practice framework during the interview. Be prepared to discuss how you've applied ITIL principles in previous roles, especially in Problem Management and Incident Management.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage incidents. Think of specific examples from your past experiences where you successfully resolved issues or improved processes.
✨Demonstrate Communication Skills
Since the role involves chairing meetings and collaborating with various teams, emphasize your communication skills. Be ready to discuss how you facilitate discussions, manage stakeholder expectations, and ensure everyone is aligned on next steps.
✨Familiarize Yourself with ServiceNow
As the role requires ServiceNow administration and development, make sure you are well-versed in its functionalities. Be prepared to discuss any relevant experience you have with ServiceNow, particularly in developing self-service portals and managing ITSM processes.
