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Joboffer number #175032

Service Analyst (ITIL)

CV Market client
Job ad expired!

Job Description

The main purpose of the Service Management Analyst role is:

  • To design and build process flows within the Svc Mgt toolset
  • Administration duties for the Service Mgt toolset and ITIL processes
  • To provide analyst support to the Svc Mgt process managers (including change, release, problem processes)
  • Produce reports for each of the Svc Mgt processes and for ITS as a whole
The key tasks and responsibilities are:
  • Assist the Service Management team in implementing and improving ITIL capabilities (Such as Problem Management, Change
Management, Configuration Management)
  • Support the Change and Configuration Manager when undertaking audits to confirm CMDB accuracy
  • Provide administration support for the Service Management toolset
  • Design Service Management process workflows
  • Configuration and testing of Service Management toolset (inputting process workflows to support Service Management processes)
  • Support customer relationships for an agreed number of key services provided by the ITS function
  • Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted
  • Developing relationships and communication with all key stakeholders, customers and key users
  • Ensuring that all changes are assessed for impact
  • Attendance and minute taking at CAB
  • Provide management reports that highlight how processes are performing against KPIs
  • Supporting Service Reviews with customers and suppliers
  • Assisting the Problem Mgt process by helping to prioritise and ensure problems are progressed accordingly
  • Supporting the Transition and Release processes


The key skills, knowledge and experience required for this role are:

  • Extensive experience in an IT Service role administrating core ITIL processes
  • An understanding of the IT service provision and ITIL framework
  • Previous experience of building process flows in a workflow tool
  • Relationship management skills
  • Ability to become familiar with ideas, concepts and systems quickly
  • Generate new ideas or workarounds to meet requirements
  • Communication and negotiation skills
  • Proficient Excel skills (using formulas and macros)
  • A good understanding of statistical and analytical principles and process
  • The ability to communicate successfully with all levels of the business
  • Ability to translate technical requirements and specifications into easily understood business concepts and vice versa
  • Experience of running and administrating IT processes
  • The ability to manage tasks in a timely fashion to meet set deadlines

Company offers

Callcredit offers a competitive package and a modern, friendly and dynamic team environment in which to work and develop your skills.

Additional information

If You are interested, please send Your CV in English with subject “SENIOR DATABASE DEVELOPER (SQL SERVER)” to
Confidentiality guaranteed. Only selected candidates will be informed.

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Service Analyst (ITIL)
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