Service Management Analyst

Responsibilities

• Service Performance Monitoring : Track and analyse service performance metrics, ensuring compliance with established service level agreements (SLAs) and key performance indicators (KPIs).
• Change Management : Support the evaluation, coordination, and communication of IT service changes to ensure minimal disruption to operations.
• Service Improvement : Identify key trend and opportunities for enhancing IT services and implement strategies to optimise service quality and efficiency.
• Stakeholder Communication : Serve as a liaison between IT teams and business stakeholders, ensuring transparent communication about service performance and improvements.
• Reporting : Generate and distribute detailed service performance and incident reports for stakeholders, providing actionable insights for decision-making
• Compliance and Best Practices : Ensure adherence to IT service management frameworks (e.g., ITIL) and organisational policies.
• Tool and Process Management : provide recommendations to optimise ITSM tools and workflows to streamline service management operations.

Requirements

• Education : Bachelor's degree in Information Technology, Business Administration, or a related field.
• Proven experience in IT service management or a related role.
• Familiarity with ITIL framework and processes (certification is a plus).
• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management).
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to prioritise tasks and manage time effectively in a fast-paced environment.
• Proficiency in data analysis and reporting tools.
• Key Competencies
• Customer-focused mindset with a commitment to delivering exceptional service.
• Strong organizational skills and attention to detail.
• Ability to adapt to evolving technologies and business requirements.
• Team-oriented approach with the ability to work independently when required.
• We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
• We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
• Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .
• Please read our Candidate Privacy Policy .
• USA Job Seekers:
• EEO Know Your Rights .

Additional Information

Service Management Analyst Role Overview This role will play a key role in ensuring the efficient delivery, support, and continuous improvement of IT services, aligning with organisational goals and customer expectations. This role involves monitoring service performance, identifying areas for improvement, and collaborating with cross-functional teams to enhance service delivery and user satisfaction.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at relx? Share your experience