IT Service Management Analyst

IT Service Management Analyst, working for one of the prestigious Financial Services companies in the City. This is a 12 month Fixed Term Contract, working in a hybrid model, with a minimum of 3 days per week on-site in their office.

Overview:

The IT Service Management Analyst will work closely with the Service Management teams to support and optimise a robust Service Management function. You will be a key SME for that technical estate, working with the IT Service Management team to run the Change Management process, support the new implementation of ServiceNow activities and be instrumental to the identification and ownership of ITSM improvements. Additionally, the ITSM Analyst will support activities required to enable the IT Service Management Team to provide the oversight and governance of all internal and external services engaged by the ITSM team.

Academic and Professional Qualifications Required:

• ITIL certified or demonstrable experience operating within an ITIL-based environment
• Hands-on experience with ServiceNow (Change Management essential; CMDB and workflow configuration desirable)
• Strong working knowledge of ITSM and DevOps technologies, supported by appropriate certifications where applicable
• Familiarity with industry-standard Service Management and IT operating frameworks (e.g. IT4IT, COBIT)

Required Knowledge and Level of Experience:

• Experience of managing a support function within an ITIL environment in a Financial Services company, with particular focus on Incident, Configuration, Change and Release Management
• Understanding and experience of real time market data and high-volume trading systems
• Desirable: experience of working within an Exchange or Clearing House
• Demonstrable experience of supporting critical applications
• Demonstrable experience of defining SLAs and Service Procedures in relation to an application support environment