Service Mgmt Sr. Analyst

What success looks like in this role:

This role supports Service Management delivery for an account across ITIL-aligned practices, with responsibility for governance, reporting, stakeholder engagement and continuous improvement. The role also requires demonstrated IT Asset Management, Configuration Management or CMDB experience to ensure accurate asset, configuration and service data supports effective operational outcomes.
Responsibilities

Asset and Configuration Management

• Maintain service and configuration relationships within the CMDB to support asset management, incident resolution, problem management, change assessment, service mapping and operational decision-making.
• Support ServiceNow data quality to enable reliable reporting and operational visibility.

Governance, Compliance and Reporting

• Support account governance, reporting, compliance reviews, audits and remediation of data or control gaps.
• Contribute to service, asset, licensing, risk and improvement reporting.

Incident, Problem and Change Support

• Support service restoration, problem analysis and change governance with internal teams, vendors and stakeholders.
• Ensure asset and configuration impacts are considered and records are updated following approved changes.

Stakeholder and Vendor Engagement

• Coordinate with client stakeholders, delivery teams and vendors to support service outcomes and account priorities.
• Support action follow-up, issue resolution and alignment of operational activities.

Process Improvement and Service Delivery Support

• Identify and support improvements to Service Management processes, data quality, governance and operational efficiency.
• Contribute to service improvement, knowledge retention and account resilience.

Required Experience and Capability

• Demonstrated experience in IT Asset Management, Configuration Management or CMDB practices.
• Sound understanding of ITIL Service Management processes.
• Strong governance, reporting and stakeholder engagement capability.

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You will be successful in this role if you have:

ITIL 4 Foundation preferred
Asset and Configuration Management Experience
Excellent Verbal and Written Communication
NV1 Security Clearance

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