IT Service Management Analyst
IT Service Management Analyst
Leek Wootton
Permanent Contract
Full Time
Salary (£41,907.00 - £47,712.00)
The closing date for this post is 12 noon on 16th September
Those currently eligible on the redeployment register will be given prior consideration.
The main purpose of the role is to the IT Service Management (ITSM) Analyst supports the delivery of stable, secure, and high-performing IT services by helping to embed and uphold ITIL-aligned governance across core service management processes. Operating under the direction of the IT Service Manager, this role ensures that operational activities are documented, compliant, and traceable, contributing to a well-governed and continuously improving service environment.
The analyst plays a key role in facilitating structured process adherence across incident, problem, change, asset and configuration, and knowledge management domains. They support the preparation and follow-through of service reviews, helping to translate performance data and user feedback into actionable insights. They also assist in business engagement efforts by maintaining a responsive line of communication with end users and stakeholders, helping to align IT services with the organisation's evolving needs.
Main Responsibilities:
Oversee incident and request SLA performance – providing data to support corrective actions during service reviews.
Establish and maintain incident governance documentation, including process maps, decision trees, escalation protocols, and RACI matrices, ensuring all updates reflect current tooling configurations and are reviewed with operational stakeholders on a scheduled basis.
Support proactive Problem Management by facilitating root cause investigations, tracking known errors, and ensuring lessons learned are documented and reviewed with operational teams.
Manage the Change Process and associated governance by verifying change request completeness, adherence to risk models, and engagement/management of the CAB, while promoting operational discipline around scheduling and impact validation.
Audit completed changes on a periodic basis to verify that risk assessments, test plans, back-out strategies, and post-implementation reviews were appropriately documented.
Govern asset and license management processes by reviewing asset records for completeness, reconciling inventory against license entitlements, and supporting vendor audits with validated data.
Own and strengthen the knowledge management practice, including governance by reviewing publication workflows, ensuring articles meet quality standards, have defined ownership, quality metadata, and remain up to date to support service desk and end-user self-service.
Collaborate on service performance reviews by preparing data-driven insights, highlighting non-compliance or process drift, and working with operational leads to define actionable improvement plans.
Drive cross-team engagement by facilitating workshops or check-ins with technical teams to reinforce ITIL policies, identify blockers, and build accountability for process alignment.
Monitor governance metrics and process health indicators via ITSM tool dashboards, flagging deviations from expected behaviour (e.g. unauthorized changes, incomplete incidents) and initiating corrective measures.
Support readiness for internal audits and compliance reviews by maintaining transparent records, evidence trails, and governance documentation across all ITSM functions.
Champion continual service improvement by identifying areas of poor adherence, proposing governance adjustments, and influencing teams to adopt process improvements that enhance service reliability and consistency.
Support the maintenance of the Digital Services risk register by capturing service-related risks identified through incident management trends, change assessments, and service reviews ensuring accurate documentation and alignment with the organisations risk management framework.
To actively participate in meetings both representing Digital Services at corporate meetings, supplier meetings and at Digital Services technical meetings providing input relevant to area of business, up to Superintendent/HoD level.
To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required
Knowledge:
Digital Services (Level 4) professional qualification
ITIL foundation certificate in IT Service Management, or similar
Significant working knowledge of relevant Digital Services technologies, their use and application
Excellent all-round Digital Services knowledge, including proficiency in the use of e.g. Microsoft packages and ITSM management tools
Excellent understanding of Digital Services service delivery environment and its priorities
Experience:
Demonstrable experience supporting or governing ITIL-aligned processes, particularly in incident, problem, change, asset and configuration, and knowledge management domains.
Hands-on experience using ITSM platforms to enforce workflows, generate reports, and monitor process compliance.
Exposure to maintaining and auditing configuration items and asset records, including CMDB maintenance and license tracking.
Familiarity with change control governance, including the management of the CAB, risk model application, and post-implementation review practices.
Proven ability to interpret service performance data and contribute to process improvement or service review initiatives.
Experience working with cross-functional technical teams to reinforce process adherence and promote IT service governance.
Comfortable preparing and maintaining process documentation, escalation protocols, and supporting internal or external audit readiness.
Special Conditions Regular travel throughout Warwickshire
We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.
You will be required as part of Warwickshire Police recruitment process to successfully complete vetting and credit checks.
We support the “Happy to talk flexible working” campaign, which aims to encourage uptake of flexible working for individuals, the flexible working options that may be considered for this role include;
Remote Working