ITSM Analyst

On behalf of our client, a prominent organisation operating within the international legal and professional services sector, we are seeking an ITSM Analyst to become part of a modern, technology-driven environment.

Our client is recognised for supporting complex global operations and fostering a culture where people can grow, innovate and truly contribute to the firm’s long-term vision. Joining this team means entering a workplace that values openness, professional integrity, and continuous development. You will be encouraged to take ownership of your career, embrace new challenges and actively participate in the ongoing evolution of the business.

Your day-to-day

• Oversee and enhance Incident and Problem Management processes, ensuring consistent application across all IT teams.
• Analyse historical operational data to identify patterns, recurring issues, and opportunities for long-term improvements.
• Lead Problem Review sessions and contribute to regular forums, aligning on business impacts, root cause findings, workaround suitability, and corrective actions.
• Coordinate closely with Service Desk and Infrastructure Team Leaders to proactively reduce incident volumes and improve service stability.
• Ensure timely completion of all Problem Management tasks following major or ongoing incidents.

Major Incident Management

• Act as the primary owner of Major Incidents, coordinating communication, escalation, and resolution activities from start to finish.
• Facilitate post-incident review discussions, assessing timelines, supplier involvement, documented impacts, root cause investigation progress, risk updates, and required preventive measures.
• Produce clear and concise incident reports for senior leadership when required.

Change Management

• Oversee the evaluation and progression of Requests for Change, ensuring each proposal meets required quality standards and includes accurate risk assessment.
• Conduct thorough Post-Implementation Reviews to capture lessons learned and ensure continuous improvement of change processes.
• Lead regular CAB, Emergency CAB, and PIR meetings, ensuring effective prioritisation and safeguarding business continuity.

Service Reporting & Governance

• Contribute to the rollout of best-practice methodologies and service governance frameworks to achieve and exceed SLA commitments.
• Prepare detailed weekly and ad-hoc performance reports for stakeholders at all levels.
• Maintain productive working relationships with the firm’s Managed Service Provider.

ServiceNow Responsibilities

• Develop and update documentation for new ServiceNow functionalities.
• Act as a platform administrator across all ServiceNow modules, including enhancements to the Self-Service Portal.
• Stay informed on platform updates to ensure the organisation leverages new capabilities effectively.

Additional Responsibilities

• Support the design and implementation of new ITSM processes, such as Event Management.
• Train new Technology team members on ServiceNow procedures relevant to their role (Incident, Change, etc.).

What you will bring

• Solid knowledge of IT Service Management principles and strong familiarity with ITIL best practices.
• Experience collaborating with external vendors and service providers.
• Background working within a legal environment or other professional services organisation.
• Ability to produce clear documentation, guidelines, and process materials.
• Hands-on experience with ServiceNow administration and configuration.

What’s in it for you

• A workplace that values authenticity and encourages you to reach your full potential.
• Early responsibility and genuine opportunities to influence business success.
• A structured career development environment supported by open communication and continuous feedback.
• Competitive and equitable compensation, plus recognition based on overall contribution and performance.
• The chance to be part of a motivated IT team within a growing, international organisation.