ITIL Service Management Analyst, Birmingham
Morgan Hunt is collaborating with a leading public sector organisation to recruit an ITIL Service Management Analyst based in Birmingham. This role involves aligning IT Service Management policies and processes with industry best practices to support operational objectives. Responsibilities include reviewing and enhancing existing processes, driving new implementations, and engaging stakeholders to promote continual service improvement.
You will produce reports and analyze data to identify trends, facilitating discussions with suppliers and monitoring contractual obligations to ensure service quality.
1. Improve problem management processes using ServiceNow, acting as a liaison between resolver teams, external providers, and end users.
2. Develop and enhance ITIL-aligned processes supporting continual service improvement, including Problem Management, Service Request Management, and others.
3. Refine the Service Request process to improve efficiency and establish a solution for maintaining the IT Product Catalogue.
4. Standardize onboarding and offboarding procedures, integrating them with the IT Service Product Catalogue.
5. Create a centralized IT Demand Management process for requesting IT resources.
6. Collaborate on refining Joiners/Movers/Leavers processes and undertake other IT Service Management tasks as directed.
Person Specification
To succeed, you should have:
* An ITIL v3 or higher qualification and a solid understanding of the ITIL Framework.
* Proven experience in service management within dynamic environments and proficiency with industry-standard tools.
* Strong stakeholder engagement skills, managing expectations effectively.
Additional Benefits
* £56 per day (inside IR35)
* Contract until end of March
* Hybrid work based in Birmingham
Note: This role requires an EU work permit.
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