TL;DR

ITIL Service Operations Analyst: Supporting the delivery, stability, and continual improvement of IT services, ensuring incidents, requests, problems, and changes are managed effectively and in line with ITIL best practices. Focus on maintaining service quality, supporting operational processes, and ensuring timely, accurate, and professional support to customers and internal teams.

Location: Onsite in Cardiff, United Kingdom

Company

%hirify_global% delivers end-to-end solutions, in addition to providing cloud services.

What you will do

Manage incidents, service requests, problems, and changes in line with ITIL best practices.
Monitor service performance and triage and prioritise tickets.
Coordinate with technical teams to drive timely resolution.
Maintain clear communication with customers and stakeholders.
Assist with the planning, assessment, and coordination of changes and releases.

Requirements

ITIL Foundation / Practitioner, intermediate or similar qualification.
Change Management Experience.
ServiceNow knowledge.
Major Incident Management experience.
Eligibility to pass BS7858 security check

Culture & Benefits

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.

Itil Service Operations Analyst