ITSM Analyst

ITSM Analyst | London (Hybrid)

We’re looking for an ITSM Analyst to support and enhance our IT Service Management tooling landscape.

The Role:

You’ll provide hands-on support for ServiceNow, PagerDuty and reporting solutions, maintaining platform administration, workflows, dashboards, and system integrations. You’ll work with Service Management, Operations, Infrastructure, Security and Development teams to drive continuous improvement.

What You’ll Do:

• Administer and configure ServiceNow (Incident, Change, Problem, Request, CMDB modules)
• Support PagerDuty services, schedules, and escalation policies
• Build operational dashboards and KPI reporting (Power BI, ServiceNow, Excel)
• Assist with workflow automation and system integrations
• Perform data analysis and identify service improvement opportunities

Who You Are:

• Degree in IT/Computer Science/Data Analytics or equivalent experience
• 1 year experience minimum working within ITSM tooling and ServiceNow
• Strong analytical and problem-solving skills
• ITIL Foundation certification desirable
• Experience with enterprise applications and reporting tools
• Collaborative team player with excellent communication skills and "Can do attitude."

What We Offer:

A strong progression pathway into ITSM Platform Engineer or Service Management Analyst roles, with exposure to enterprise platforms including ServiceNow, PagerDuty and Power BI.