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For Companies At a Glance
- Tasks: Support service request triage and perform data analytics for major clients.
- Company: Join Naviam, a leading partner in Enterprise Asset Management.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Make an impact in IT Service Delivery while collaborating with global teams.
- Qualifications: 3+ years experience with ServiceNow and strong analytical skills required.
- Other info: Dynamic work environment with a focus on continual improvement and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Location: Leeds. Salary: Competitive + other benefits.
Main purpose
The Service Analyst role has been created to provide support provision in the coordination of service request triage across a number of client ITSM toolsets specifically related to ServiceNow. This role will also be accountable for carrying out data analytics, trend analysis, and the delivery of key client account reporting. This role will sit within the Service Delivery function, however will engage with a multitude of stakeholders across the Naviam Service Operations and across the wider business organisation(s).
Responsibilities
- Accountable for ticket management triage across 3 ITSM tool stacks as part of coordinating and supporting a number of major clients' service provision.
- Updating ticket information within ServiceNow, triaging tickets across core customer, internal Naviam Service Operations Desk, and 3rd party ITSM tools.
- Client Change Control Governance, raising changes and creating runbooks aligned to meet specific client documentation requirements and representation in client CABs.
- Support the Service Delivery Managers in carrying out client service performance trend analysis, data analytics, documenting Continual Service Improvement opportunities as part of the end to end service provision.
- Support the preparation of service performance documentation including RCAs, status reports, change requests, meeting minutes, and following up of any outstanding actions.
- Act as a point of contact for day-to-day communication with a number of key client and internal stakeholders.
Person Specification
The ideal candidate will be highly motivated with a proactive attitude and strong desire to build a career in IT Service Delivery within Enterprise Asset Management (EAM) and technology consulting. You will be eager to learn, adaptable, and possess strong interpersonal skills that enable you to work effectively with clients and internal global teams alike.
Skills & Personal Qualities – Required
- Service Operations – Experience within Service Operations/Delivery with a good understanding of ITIL functions (Incident/Problem/Change/Release and Continual Service Improvement).
- Communication Skills - Excellent verbal and written communication skills. The ability to effectively transfer key and complex information to all levels of staff, adapting the style of communication as necessary and ensuring that this information is understood.
- Analytical Skills - Ability to engage with stakeholders to identify information needs and to know how to obtain the relevant information. Ability to absorb, understand and quickly assimilate complex information and concepts and compare information from a number of different sources. Ability to identify and assess risk informing decision making.
- Teamwork - Ability to work as part of a team and also using own initiative.
- Tools - Strong Microsoft 365 Office experience (Word, Excel, PowerPoint, Teams) specifically high competence in Excel.
- The candidate must have at least 3+ years experience specifically calling out the ITSM tool ‘ServiceNow’.
Skills & Personal Qualities – Desired
- ITIL Foundation v3 or v4 accredited.
- Familiarity with IBM Maximo or other EAM/CMMS platforms.
- Strong interest in enterprise software, asset management, or end to end IT Service Delivery.
About Naviam
Naviam was founded to help businesses maximize the benefits of their software solutions over the lifecycle of their physical assets. Today, Naviam is a leading IBM Maximo Enterprise Asset Management partner for asset intensive organizations worldwide. As one of the few Maximo partners providing Enterprise Asset Management (EAM) and Asset Performance Management (APM) expertise across North America, Europe and Asia Pacific, we combine a local presence with global expertise to deliver tailored asset management solutions and trusted partnerships wherever you are on your maintenance journey. Our Naviam Cloud platform brings together best of breed solutions to future proof your modern business. We continue to grow our global footprint and we’re excited that you’re interested in joining us!
Job details
- Seniority level: Mid-Senior level
- Employment type: Contract
- Job function: Other
Service Analyst in London employer: Naviam
Contact Detail:
Naviam Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Analyst in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local meetups. 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 interviews by researching the company and its culture. Tailor your answers to show how your skills align with their needs, especially around IT Service Delivery and ServiceNow expertise.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms to get comfortable with common questions. This will help you articulate your experience and skills confidently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Analyst role. Highlight your experience with ITSM tools, especially ServiceNow, and any relevant data analytics skills. We want to see how your background aligns 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 Delivery and how your skills can benefit us at Naviam. Keep it concise but impactful – we love a good story!
Show Off Your Communication Skills: Since communication is key in this role, make sure your written application reflects your ability to convey complex information clearly. Use straightforward language and structure your thoughts logically – we appreciate clarity!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Naviam
✨Know Your ITSM Tools
Make sure you brush up on your knowledge of ServiceNow and other ITSM tools mentioned in the job description. Be ready to discuss your experience with ticket management and how you've used these tools to improve service delivery.
✨Show Off Your Analytical Skills
Prepare examples of how you've conducted data analytics or trend analysis in previous roles. Think about specific instances where your insights led to improvements in service performance or client satisfaction.
✨Communicate Clearly
Since communication is key in this role, practice explaining complex information in a simple way. You might be asked to demonstrate how you would communicate with different stakeholders, so have a few scenarios ready.
✨Demonstrate Team Spirit
Be prepared to talk about your teamwork experiences. Highlight times when you collaborated with others to achieve a common goal, especially in a service delivery context. This will show that you can work well within their team-oriented environment.