Service Analyst

We are looking for a proactive and detail-oriented Service Analyst to join a team of analysts and administrators supporting a range of contracts against agreed service level targets. This role has a particular focus on licence management, asset management, and procurement, while also supporting wider service management activities including incidents, changes, requests, and problem management. The successful candidate will help ensure service processes run effectively, records are maintained accurately, and opportunities for improvement are identified and acted upon. This is a collaborative role that involves working with internal teams, customers, and third-party suppliers to deliver a high-quality service and support continuous improvement. What you will be doing:

• Manage and take ownership of service requests, changes, incidents, and problems, ensuring they are progressed and resolved in line with agreed service levels.
• Maintain accurate records of all activity, actions, and updates, ensuring clear documentation and effective tracking throughout each process.
• Support major incident handling, root cause analysis, and proactive trend analysis to identify recurring issues and recommend service improvements.
• Monitor, review, and audit service management processes using key performance indicators to ensure quality, compliance, and continuous improvement.
• Coordinate with internal teams and third parties to support change build, testing, implementation, and procurement activity, including raising licence purchase orders.
• Apply knowledge of ITIL-based service management practices, asset and configuration management, and service tools such as ServiceNow to deliver effective operational support.
What you will bring:
• Knowledge of ITIL service management processes and practices.
• Understanding of Incident Management, Asset & Configuration Management, and Change Management processes.
• ITIL Foundation certification or equivalent knowledge.
• Experience using Microsoft Office applications to an intermediate or advanced level.
• Experience working within an IT service environment.
• Good organisational skills and attention to detail.
• Ability to manage multiple priorities and maintain accurate records.
It would be great if you had:
• Microsoft MCP qualification or equivalent.
• Experience working to service level agreements (SLAs).
• Familiarity with current developments and future direction within service management, and an understanding of how these can be applied in delivery environments.
• Good working knowledge of service management tools, techniques, and methods, particularly ServiceNow.
• Experience working as a Service Analyst in small to medium-sized service management environments.
If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you! Although this role is advertised as full-time, we support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible. Level of Clearance: SC Referral Bonus: £1000 Salary offered will be in line with experience and development needs. Loved reading about this job and want to know more about Sector/Company? Our Aerospace, Defence and Security business designs, develops and deploys digital solutions that bring clients enduring business value across the UK's Public and Private sectors. We foster a culture in which employees feel valued and supported, delivering exceptional rates of customer satisfaction in the UK's most complex safety- and security-critical markets.
• Knowledge of ITIL service management processes and practices.
• Understanding of Incident Management, Asset & Configuration Management, and Change Management processes.
• ITIL Foundation certification or equivalent knowledge.
• Experience using Microsoft Office applications to an intermediate or advanced level.
• Experience working within an IT service environment.
• Good organisational skills and attention to detail.
• Ability to manage multiple priorities and maintain accurate records.
It would be great if you had:
• Microsoft MCP qualification or equivalent.
• Experience working to service level agreements (SLAs).
• Familiarity with current developments and future direction within service management, and an understanding of how these can be applied in delivery environments.
• Good working knowledge of service management tools, techniques, and methods, particularly ServiceNow.
• Experience working as a Service Analyst in small to medium-sized service management environments.
  Our Aerospace, Defence and Security business designs, develops and deploys digital solutions that bring clients enduring business value across the UK's Public and Private sectors. We foster a culture in which employees feel valued and supported, delivering exceptional rates of customer satisfaction in the UK's most complex safety- and security-critical markets.
  Although this role is advertised as full-time, we support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Level of Clearance: SC Referral Bonus: £1000 Salary offered will be in line with experience and development needs.