IT Service Management Analyst

Position: IT Service Management Analyst (Contract)
Reading (Hybrid
Until
£580 (PAYE via Umbrella only)
Additional vetting required - onboarding may take longer.

About the Role

We're looking for a sharp, data‑driven IT Service Management Analyst to own service reporting, drive performance insights, and support continuous improvement across ITSM functions. You'll provide clear, actionable intelligence that helps teams improve incident management, change success, request fulfilment, and overall service health.
What You'll Do

Build and maintain SLA/KPI dashboards and performance reports
Analyse trends across Incident, Problem, Change, Request, Asset & CMDB
Provide insight for service reviews, governance forums & audits
Improve data quality, processes and service efficiency
Work with Service Owners and technical teams to embed continuous improvement
Translate complex data into clear, meaningful insights for all audiences

Key Skills (Must‑Haves)

Strong analytical + service reporting experience
Power

BI & Advanced Excel
Solid ITIL understanding (SLAs, governance, service processes)
Ability to interpret complex data and spot trends early

Nice to Have

Knowledge of ITSM tools (Service Now, Remedy, Cherwell)
Experience in Digital Workplace / EUC environments
Understanding of endpoint, identity or collaboration technologies
Familiarity with product‑led delivery and continuous improvement frameworks

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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