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IT Service Management Analyst

IT Service Management Analyst

Hybrid

London, United kingdom

£ 60,000 /year

Full Time

16-09-2025

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Skills

ServiceNow Change Management

Job Specifications

IT Service Management Analyst - 12 Month FTC - London (Hybrid) - PS60,000 pro rata

A fantastic opportunity has arisen for an IT Service Management Analyst to join our London based law firm on a 12 month fixed term contract basis.

Experience in Problem Management and Incidents
Provide reports for agreed KPIs and review these during the meeting, discuss Voice of the Customer feedback, discuss Any Other Business, and agree next steps where relevant.
Able to run weekly meetings to review proposed changes people want to implement within the firm.
Working in conjunction with the Service Desk Team Leader and IT Team Leaders in analysing historic data to identify underlying trends
Responsible and accountable for the overall ownership of the Incident until resolution
Chairing Major Incident Review meetings
Review timeline of events, including 3rd party involvement / statements, agree potential and reported impact to Business, understand root cause or details around root cause investigation
Managing Requests for Change, to ensure that these meet quality and conformance standards; co-ordinate IT staff and Customers to ensure accurate and appropriate risk assessments and communications during changes
Chairing weekly CAB meetings, ensuring changes are appropriately risk managed, prioritised, and have no adverse effect on the business
Train new members of Technology on ServiceNow processes as required for their role. E.g. Incident Management, Change Management.
Administrator of the ServiceNow Platform and all Modules, including developing the Self-Service Portal available to end users.
Strong understanding of IT Service Management (ITSM) and the ITIL best practice framework.
Experience in dealing with third party suppliers
Experience with ServiceNow administration and development

IT Service Management Analyst - 12 Month FTC - London (Hybrid) - PS60,000 pro rata

About the Company

At DGH Recruitment Ltd we pride ourselves on being an approachable, open, and trusted partner within the Talent Acquisition industry. We strive to find the best people in our markets and place them within our portfolio of clients. Founded in 1998, London was our backyard, our mission was to meet and build relationships with as many clients and candidates as physically possible. We now have clients and have placed candidates all over the globe, and we look forward to providing our services in a Sustainable environment. Know more