ITSM Analyst

In this ITSM Analyst role, you will help shape a modern IT Service Management environment and drive improvements across key platforms. You’ll collaborate with Service Management, Infrastructure and Operations teams to optimise ServiceNow, PagerDuty, and Power BI, boosting automation, reporting, and service visibility. You will build dashboards and KPIs, support workflow automation, and analyse data to identify improvement opportunities. This is a hands-on position with a focus on stakeholder engagement and cross-functional delivery, offering a clear progression path in IT service management.

• Administer and support ServiceNow and PagerDuty platforms
• Create dashboards, reports, and KPI metrics in Power BI and ServiceNow
• Support workflow automation and system integrations
• Manage user access, permissions, and platform configuration
• Analyse service data for trends and improvements
• Collaborate with stakeholders to enhance ITSM processes and tooling

• Experience with ServiceNow, Power BI or similar enterprise platforms
• Strong reporting and data analysis skills
• Good understanding of IT Service Management principles
• Exposure to workflow automation, APIs or integrations
• Excellent communication and stakeholder engagement skills
• ITIL Foundation desirable but not essential

• communication
• stakeholder engagement
• problem solving
• ServiceNow
• Power BI
• PagerDuty