ITIL Analyst

Want to be part of a leading British-owned tech company? Established in 2002, we are achieving year on year revenue growth and reinvesting 95% of our profits back into our people and technology.

Your new role:

• Work with the Exponential-e Service team and wider team to advise, review and develop the ITIL-based process to be used in delivering live service

• Supporting and advising around the required ITIL services and subsequent service delivery for the ARP Service Partnership

• Efficiency and process improvement recommendations internally and externally

• Monitor, review and report the service performance of all service activities against the agreed service performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of ITIL processes

• Identify, record and manage all service vulnerabilities which impact or may impact the Customer

• Review existing IT Service Management processes, particularly Problem Management, present recommendations for service improvements and manage the changes associated with the recommendations agreed for implementation, * Involved in varied projects that make a positive impact on critical services on a local and national level

• Vibrant company culture with a wide range of events and social activities throughout the year

• Range of employee initiatives on offer including the green team, DE&I society, employee forum, women's network and culture club

• Dedicated Learning and Development team and access to a range of training, courses and certification support

• Comprehensive benefits including on-site cafe with free barista coffee, birthday leave, charity leave, vitality health cover and holiday purchase scheme to gain an extra 5 days leave

• ITIL certifications, such as ITIL Foundation and ITIL Practitioner, are highly desirable

• Experience in implementing and managing ITIL practices in an organisation

• Experience working within a service provider environment delivering ITIL-based solutions to customers

• A methodical and structured approach with the ability to manage and prioritize multiple tasks at any one time

• Working knowledge of ITSM toolsets, Excel spreadsheets and standard productivity tools (e.g., SharePoint and MS Teams)