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For Companies At a Glance
- Tasks: Support and coordinate IT service operations, ensuring high-quality service delivery.
- Company: Join RS Group, a leading FTSE listed company with a focus on innovation.
- Benefits: Enjoy competitive salary, performance bonuses, private healthcare, and flexible working.
- Other info: Dynamic remote work environment with opportunities for career growth.
- Why this job: Make a real impact in IT service management while developing your skills.
- Qualifications: Experience in IT Operations 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.
ITSM Operations Analyst 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
✨Tip Number 1
Network like a pro! Reach out to your connections in the ITSM field and let them know you're on the lookout for opportunities. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common ITSM scenarios. Think about how you’d handle major incidents or coordinate with teams during high-pressure situations. We want you to shine when it comes to demonstrating your problem-solving skills!
✨Tip Number 3
Show off your analytical side! Be ready to discuss how you've used data to drive improvements in past roles. Highlighting your experience with SLAs, KPIs, and service performance metrics will definitely catch the eye of hiring managers.
✨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, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace ITSM Operations Analyst
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. Keep it concise but impactful, and don’t forget to mention your enthusiasm for joining StudySmarter.
Showcase Your Problem-Solving Skills: In your application, be sure to include examples of how you've tackled challenges in previous roles. We love candidates who can demonstrate their analytical mindset and proactive approach to problem-solving, especially in high-pressure situations.
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 at StudySmarter!
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 approach helped identify risks or recurring issues. This will demonstrate your proactive mindset and ability to contribute to continual service improvement.
✨Communicate Clearly and Confidently
Since this role involves a lot of coordination and communication, practice articulating your thoughts clearly. Be prepared to discuss how you've managed escalations and communicated during major incidents. Highlighting your stakeholder management skills will be key here.
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your problem-solving abilities under pressure. Think through how you would handle a Priority 1 incident or a major incident management situation. Showing that you can remain calm and organised while driving towards resolution will set you apart.