IT Service Data Analyst in Newport

We are a gas distribution business that services the gas infrastructure across Wales and the south‑west of England. We serve our customers and communities with safe, reliable, and affordable energy services whilst investing to create a sustainable future to deliver our carbon‑free vision for 2050.

We’re looking for an experienced Service Data Analyst to join our IT Service team. This critical analytical role involves leveraging data across all Information Technology Infrastructure Library (ITIL) service management processes to optimise service delivery and support informed decision‑making. The role will analyse trends across incidents, problems, changes, and other ITIL service areas, monitor vendor performance, and manage ServiceNow queues to ensure services are efficiently tracked and delivered.

Ideal for a detail‑oriented, analytical professional, this position offers an exciting opportunity to use data to influence decisions, streamline processes, and make a meaningful impact on IT service delivery.

We’ll trust you to:

• Dashboard & Reporting Development: Design, develop, and maintain detailed dashboards and reports to monitor key service metrics such as vendor adherence to SLAs, incident resolution times, RCA completion rates, service availability and other critical IT service metrics.
• Data Analysis & Trend Identification: Perform in-depth analysis of vendor‑provided data to identify trends, recurring issues, and performance gaps, providing insights that highlight opportunities for improvement in service delivery, operational efficiency, and governance.
• Collaboration with Service Delivery Managers: Partner with Service Delivery Managers to ensure data insights align with business priorities, supporting data‑driven decision‑making and driving service delivery improvements.
• Data Validation & Quality Control: Oversee the validation and reconciliation of vendor‑provided data against SLA metrics, contractual obligations, and internal service standards, ensuring high levels of accuracy and integrity in all reporting outputs.

You’ll need to have:

• IT Service Management Expertise: In‑depth knowledge of IT service management processes, including incident, problem, change, service request, capacity, and availability management.
• Metrics & KPI Development: Skilled in designing, developing, and managing performance metrics and KPIs to track and measure IT service performance, vendor adherence to SLAs, and the effectiveness of service delivery initiatives.
• Collaboration & Stakeholder Engagement: Able to collaborate effectively with cross‑functional IT teams and business stakeholders to gather and analyse relevant data, ensuring insights align with organisational goals and improve decision‑making.
• Data Presentation & Reporting: Excellent presentation skills with the ability to communicate complex data‑driven insights to both technical and non‑technical audiences, enabling informed decision‑making at all levels of the organisation.
• Proven experience in data analysis with a focus on IT service data.
• Strong analytical skills with a focus on providing data to drive decision making.
• Strong presentation and communication skills, with the ability to convey data‑driven insights effectively to both technical and non‑technical stakeholders.
• Experience in process improvement, with an initiative‑taking approach to optimising incident and problem management workflows.
• Certification in Data Analytics.

As we are a safety critical organisation, all offers of employment are subject to pre‑employment drug & alcohol screening.

What’s in it for you?

• A competitive salary starting at £42,856 rising to £48,976.
• Flexible working opportunities.
• 25 days annual leave plus bank holidays which can be tailored to celebrations that reflect your beliefs.
• Retirement Savings Plan (pension) with Aviva: 5% employee contribution, with WWU doubling your contribution at 10% - totalling 15%.
• 14 x salary Life Insurance linked to membership of the Retirement Savings Plan.
• “Choices” flexible benefit scheme options including corporate gym memberships, dental insurance, and health cash‑plans.
• Access to our Financial Wellbeing Programme - allowing you to manage your benefits flexibly to suit your financial needs.
• Enhanced pay for parental leave.
• Retail discounts and cashback scheme.
• Friends & Family Discount for Three Mobile and Broadband.
• Colleague recognition including Annual Celebrating Excellence Awards.
• Living Wage Accredited Employer.
• Award winning employer for ‘Outstanding Contribution to Workplace Health and Wellbeing’ and leading the industry in championing equality, diversity and inclusion.
• Annual salary review.
• Discretionary annual bonus.
• Company Sick Pay.
• In‑house Occupational Health Team.
• Employee Assistance Programme.

Our Ambition, Priorities and Values inform everything we do as a business – from our strategic planning to the performance management of our colleagues. Our values underpin everything we do and we are committed to creating a working environment that supports and fosters diversity, inclusion and equity, where all of our colleagues feel valued and supported to contribute to their full potential. We are focused on creating a culture where it doesn’t matter about gender, race, sexuality or disability; it’s about our colleagues’ skills, the way we do things and how we live our values.

If you think you’d make a good addition to the team, we would love to hear from you! To apply, click the link below. If you would prefer to complete your application form in an alternative format such as Microsoft Word or would like to discuss the role in a little more detail, please contact us at recruitment@wwutilities.co.uk or on 07971 038 982. You can also ask us about flexible working practices that may be available or tell us if you have any special requirements during the application process.