At a Glance
- Tasks: Shape customer support processes and resolve complex IT issues in a dynamic environment.
- Company: Fast-growing software technology company with a collaborative culture.
- Benefits: Competitive salary, flexible hybrid work, and a supportive benefits package.
- Other info: Exciting growth opportunities and a chance to make a real difference.
- Why this job: Gain autonomy and influence while building impactful service management practices.
- Qualifications: 3+ years in IT support, strong communication skills, and ITIL knowledge.
Kick your ITSM career up a notch by joining a fast-growing software technology company looking for a hands-on Service Management Analyst to help shape how they deliver customer support. Reporting and partnering directly with the Head of Customer Success, and working closely with Product and Engineering, you'll resolve complex issues while strengthening the processes and tooling that the wider support team relies on.
Location: Banbury - hybrid with flexibility to work remotely. 2-3 days per week in the office.
Salary: £40,000 - £45,000 basic plus benefits package + weekend support rota contribution pay. Good commutes from Rugby, Coventry, Oxford, Milton Keynes, Northampton, etc.
What you'll be doing:
- Own significant incidents end-to-end, from triage and coordination through to customer communication and post-incident review (NOT fix; we have 1st through 3rd line support functions).
- Build a lightweight problem management practice that drives recurring issues to a permanent fix with Engineering & Product.
- Act as the bridge between Customer Success, Product and Engineering, defining clear escalation pathways and handover standards.
- Evolve the service management tooling - workflows, automations, reporting and engineering integrations.
- Build a knowledge base that reduces repeat contacts and produce service reporting that turns trends into action.
- Coach first and second line agents on investigation, troubleshooting and customer communication.
What you need to bring:
- 3+ years in a senior support, service desk or ITSM role.
- Working knowledge of ITIL Incident and Problem Management, applied pragmatically.
- Hands-on administration of an enterprise ITSM platform (Zendesk, Jira Service Management, Freshservice, ServiceNow or similar) - workflows and reporting, not just ticketing.
- A track record of improving a support function, such as escalation frameworks, SLA design or knowledge management resources.
- Confident, clear communicator who’s comfortable in difficult conversations with customers and senior stakeholders.
- Available for occasional weekend support rota.
Why you'll love this job:
- Genuine autonomy to shape how service management works, with real influence and no line management responsibilities for the moment.
- Join a business backed by fresh growth investment, with the scope to build something rather than maintain it.
- Work alongside a team who’ve lived the industry they serve, in a genuinely collaborative culture.
If you’re ready to bring structure and pace to a growing support function in the software technology sector, we’d love to hear from you. Apply now to find out more about this exciting opportunity.
IT Service Management Analyst in Banbury employer: Hireful
At hireful, we pride ourselves on being an excellent employer, offering a supportive work culture that values teamwork and dedication. Our part-time roles, such as the Cleaning Assistant in Malvern, provide flexible hours that allow for a healthy work-life balance, while also presenting opportunities for personal growth and development within our community-focused environment. Join us to contribute to maintaining high cleanliness standards at The Downs, where your efforts are truly appreciated and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Management Analyst in Banbury
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Hireful values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Hireful might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Hireful!
✨Direct Apply to Hireful
Let's not forget to apply directly through the Hireful website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Management Analyst in Banbury
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Hireful.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Hireful. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Hireful
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
