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- Tasks: Support ITIL service operations and coordinate incident resolution for critical systems.
- Company: Join RS Group, a leading tech company with a focus on innovation and quality.
- Benefits: Enjoy competitive salary, private healthcare, and family-friendly policies.
- Other info: Remote work opportunity with excellent career growth and supportive culture.
- Why this job: Make a real impact by improving IT services and supporting major incidents.
- Qualifications: Experience in ITSM roles and strong knowledge of ITIL processes required.
The predicted salary is between 40000 - 50000 ÂŁ per year.
Location: Remote (UK)
Employment type: Permanent
RS Group is seeking an experienced ITSM Operations Analyst to join our Service Operations team. This role is essential for delivering ITIL‑aligned service operations, providing high‑quality support for business‑critical systems.
What You’ll Be Doing
- Supporting and coordinating service operations activities, with a strong focus on stability, quality, and continuous improvement.
- Supporting ITIL processes across Incident, Problem, Change, and Request Management.
- Coordinating resolution activities for Priority 1 and 2 incidents, as well as managed P3s, ensuring timely restoration of services.
- Leading and supporting Major Incident Management, including communication, escalation, and coordination of resolver groups.
- Conducting post‑incident reviews, ensuring root causes, actions, and lessons learned are clearly documented and tracked.
- Managing and tracking problem records and associated actions, ensuring sign‑off from service owners and accountability from action owners.
- Building and maintaining effective working relationships with third‑party suppliers, managed service providers, and internal resolver teams.
- Contributing to continual service improvement initiatives across service operations.
- Performing trend analysis across ITSM processes, SLAs, and KPIs to identify risks, recurring issues, and improvement opportunities.
- Supporting the assessment and coordination of Non‑Standard Requests.
- Participating in CAB meetings, supporting change assessments with a focus on business impact and risk.
- Supporting the onboarding of new services and acquisitions into the ITSM ecosystem.
- Acting as a point of contact for service‑related issues and escalations, ensuring clear ownership and resolution.
- Proactively identifying and driving the closure of aged or stalled tickets across resolver groups.
- Attending monthly MSP governance meetings to review performance, metrics, and trends.
- Participating in an out‑of‑hours Major Incident rota as required.
About You
You are an experienced ITSM or Service Operations professional with a strong understanding of ITIL processes and a passion for delivering stable, high‑quality services. You are confident coordinating across technical teams and stakeholders, managing escalations, and maintaining clarity during major incidents. You take a proactive, analytical approach to problem‑solving, using data and insight to drive continuous improvement. Calm under pressure and highly organised, you take ownership of issues and see them through to resolution while building effective working relationships across the organisation.
What You’ll Need
- Proven experience in IT Operations, Service Support, or ITSM roles, ideally within a global or regional organisation.
- Strong working knowledge of ITIL v4 and hands‑on experience applying ITIL practices in a live service environment.
- Experience managing and monitoring SLAs, KPIs, and service performance metrics.
- Excellent communication, coordination, and stakeholder management skills.
- Ability to remain calm, organised, and decisive during major incidents and high‑pressure situations.
- Strong analytical and problem‑solving skills, with a proactive and continuous improvement mindset.
Desirable Skills
- ITIL Practitioner or ITIL v3 Expert certification.
- Experience using ServiceNow or similar ITSM platforms.
- Understanding of Agile and Waterfall delivery methodologies.
- Exposure to enterprise‑scale systems, applications, and infrastructure environments.
Benefits
At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:
- Help for people to take control of ongoing health conditions such as diabetes or asthma with ÂŁ500 a year available for monitoring & consultation.
- Support for neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post-diagnostic support for autism spectrum, ADHD and Tourette’s syndrome.
- Support for women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause.
- Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery, and gender confirmation surgery.
- Additions to fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.
ITSM Operations Analyst in Corby employer: RS UK & Ireland
Contact Detail:
RS UK & Ireland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITSM Operations Analyst in Corby
✨Tip Number 1
Network like a pro! Reach out to your connections in the ITSM field, attend virtual meetups, and engage in relevant online communities. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by brushing up on your ITIL knowledge and real-world applications. Be ready to discuss how you've handled major incidents or improved service operations in past roles. We want to see your problem-solving skills in action!
✨Tip Number 3
Showcase your analytical skills! Bring examples of trend analysis or continuous improvement initiatives you've led. This will demonstrate your proactive approach and ability to drive results, which is key for an ITSM Operations Analyst.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at RS Group.
We think you need these skills to ace ITSM Operations Analyst in Corby
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the ITSM Operations Analyst role. Highlight your experience with ITIL processes and any relevant achievements that showcase your skills in service operations. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT service management and how your background aligns with our needs. Be sure to mention specific experiences that demonstrate your problem-solving skills and ability to work under pressure.
Showcase Your Communication Skills: As an ITSM Operations Analyst, communication is key. In your application, make sure to highlight your coordination and stakeholder management skills. We love candidates who can clearly articulate their thoughts and maintain effective relationships across teams.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at RS UK & Ireland
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL v4 knowledge before the interview. Be ready to discuss how you've applied ITIL practices in real-world scenarios, especially in incident and problem management. This will show that you not only understand the theory but can also implement it effectively.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data to drive improvements in service operations. Think about specific instances where your analytical skills helped identify risks or recurring issues. This will demonstrate your proactive approach to problem-solving, which is crucial for this role.
✨Communicate Clearly and Confidently
Since you'll be coordinating with various teams and stakeholders, practice articulating your thoughts clearly. Use the STAR method (Situation, Task, Action, Result) to structure your responses, especially when discussing past experiences related to major incidents or escalations.
✨Build Rapport with the Interviewers
Remember, interviews are a two-way street! Engage with your interviewers by asking insightful questions about their service operations and challenges. This not only shows your interest in the role but also helps you gauge if the company culture aligns with your values.