IT Operations Analyst

THE OPPORTUNITY
A leading transport organisation is looking to enhance their Technology function by adding a new position: IT Operations Analyst. This role will work closely with the ITSM Process Manager and will interact significantly with IT support service delivery. The role is based at their Newcastle headquarters, with a standard work schedule of Monday to Friday, including four days in the office and one day working from home.
Salary: £35,000 - £38,000
Location: Newcastle, City Centre
Hybrid: 4 days in office,1 from home.
Working Hours: Standard Office Hours, Monday - Friday
The position is ideal for individuals with a background in Service Desk Lead, Change Management, or Problem Management, who are eager to focus on process improvement and possess strong stakeholder management skills.
THE ROLE
As an IT Operations Analyst, you will play a pivotal role in managing and improving IT processes within the organisation. Key responsibilities include:

• IT Process Management: Participate in change management, problem management, CSI activities, service transitions, and process improvements.
• ITIL and ITSM Expertise: Apply a solid understanding of ITIL and ITSM processes to enhance service delivery.
• ServiceNow Administration: Administer ITSM tools, knowledge of or be open to learning and enhancing your knowledge in this area.
• Data Quality Improvement: Lead initiatives to improve data quality and support IT Operations management.
• Performance Reporting: Deliver standard and ad-hoc performance reports on Service Desk performance, incident handling, major incident statistics, problem management metrics, and customer satisfaction.
• Operational Analysis: Analyse trends in operational issues, identify areas for improvement, and explore business opportunities.

YOUR SKILLS / EXPERIENCE
Key Requirements:

• ITIL v4 or Equivalent: Experience in an ITIL-aligned environment, with a goal to obtain ITIL v4 qualification.
• Data Analytics and Reporting: Proficiency in creating and presenting data analytics and reporting.
• Cloud IT Operations: Understanding of cloud-based IT operations.
• Service Assurance/Management: Strong background in IT service assurance and management, with experience in change or problem management.
• ITIL Process Implementation: Proven track record in following ITIL processes as part of BAU activities.
• Continuous Service Improvement Initiatives: Experience in delivering CSI initiatives.
• Analytical Skills: Strong analytical mindset.

Soft Skills:

• Effective Communication: Ability to clearly convey complex technical information to both technical and non-technical stakeholders, both verbally and in writing.
• Problem-Solving: Strong analytical skills to identify issues, assess root causes, and develop effective solutions.
• Attention to Detail: Meticulous approach to data analysis, reporting, and process management to ensure accuracy and reliability.
• Adaptability: Flexibility to adjust to changing priorities and rapidly evolving environments.
• Team Collaboration: Excellent teamwork skills to work effectively with colleagues in IT and other departments.

This is an exciting opportunity to contribute to the growth and enhancement of the Technology function at a leading organisation. Your expertise and dedication will help drive their service delivery to new heights. Apply now to become a key player in this dynamic team!