ITSM Analyst

Operational Resilience SM Support

Shift Pattern: Standard 40 Hour Week (United Kingdom)

Scheduled Weekly Hours: 40

Corporate Grade: F - Officer

Reporting Line: (UK Division) Information Technology

Location: UK-London

Worker Type: Permanent

LME: LME Group is the world centre for industrial metals trading and clearing. Most of the world’s non-ferrous metals business is conducted in the LME.

Responsibilities:

• ITSM Tooling Support
  • Provide support for ITSM platform issues and service requests.
  • Assist with system integrations and automation initiatives.
  • Support continual service improvement activities.
  • Work with stakeholders to gather requirements for tooling enhancements.
  • Identify opportunities to improve user experience and operational efficiency.
• ServiceNow Support
  • The administration and configuration of the ServiceNow platform.
  • Maintain workflows, catalog items, forms, groups and user permissions.
  • Assist with enhancements across Incident, Change, Problem, Request and CMDB modules.
  • Support testing and deployment activities for platform improvements.
  • Create and maintain platform documentation and process guides.
• PagerDuty Support
  • Administration of PagerDuty services, schedules and escalation policies.
  • Assist with onboarding new support teams and services.
  • Maintain integrations between PagerDuty and monitoring tools.
  • Support alerting improvements and operational reporting.
• Reporting & Data Analysis
  • Build and maintain operational dashboards and reports.
  • Produce regular management information and KPI reporting.
  • Support reporting through ServiceNow and PowerBI.
  • Perform data analysis to identify service trends and improvement opportunities.
  • Ensure data quality across ITSM platforms.

Key Success Factors:

• Delivery of accurate and reliable reporting.
• Effective support and maintenance of ITSM platforms.
• Improved data quality across ServiceNow and associated tooling.
• Timely completion of platform enhancements and support activities.
• Strong customer service and stakeholder engagement.
• Identification and implementation of continuous improvement opportunities.
• Successful support of audit and compliance requirements.

Academic and Professional Qualifications Required:

• Degree in Information Technology, Computer Science, Data Analytics or related discipline, or equivalent practical experience.
• ITIL Foundation certification desirable.
• ServiceNow, Power BI or CyberArk certifications desirable but not essential.
• Commitment to continued professional development.

Required Knowledge and Level of Experience:

• Basic understanding of automation, APIs and system integrations.
• Experience producing reports and dashboards.
• Desirable: 1-2 years' experience in an IT support, systems administration, service management or analyst role.
• Understanding of ITIL Service Management principles.
• Experience using or supporting enterprise applications.
• Exposure to ServiceNow, PagerDuty, CyberArk or similar platforms desirable.
• Experience working within a regulated environment beneficial but not essential.

Technical Skills:

• ServiceNow administration and configuration.
• Reporting and dashboard development (Power BI, Excel, ServiceNow Reporting).
• Basic SQL and data analysis skills.
• Understanding of access management concepts.
• Knowledge of PagerDuty or similar event management platforms.
• Knowledge of CyberArk or Privileged Access Management concepts.
• Knowledge of workflow automation and process improvement.

Professional Skills:

• Strong analytical and problem-solving abilities.
• Excellent organisational skills and attention to detail.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and priorities.
• Collaborative and team-oriented approach.
• Customer-focused mindset.
• Willingness to learn new technologies and platforms.
• Ability to work effectively in a fast-paced technology environment.