This role reports to the Incident & Problem Manager (EMEA) for Technology Solution & Services, part of the Global Support Division.
The Service Management Analyst is responsible for supporting the Head of Service Delivery and Incident & Problem Managers with the operational delivery, assurance and improvement of all IT service management processes. The Service Management Analyst will focus on collaborating closely with all operational teams on a day to day basis improving data quality for all ticket types, monitoring SLA and OLA adherence and assisting with service reporting requirements.
Job Summary/Responsibilities
Service Management
- Support the Incident & Problem Managers with the day to day operational delivery and governance activities of those processes.
- Attend the weekly Problem Management review of all open tasks agreeing priority activities.
- Provide operational cover across the other ITIL service Management processes as required.
- Act as an initial contact for all IT delivery teams in relation to operational service matters.
- Support the Service Management Office in the identification of any Continual Service Improvement opportunities.
- Issue weekly reports to IT delivery Team Leaders on action required across all ticket types.
- Perform monthly checks across resolved incidents and request to ensure data quality standards are being adhered to highlighting issues and collaborating with teams to raise standards.
Service Reporting
- Work with the ServiceNow Team to create and produce scheduled and adhoc IT service reports for the operational services.
- Work with the ServiceNow Team to create and maintain team dashboards within ServiceNow for all operational delivery teams.
Continual Service Improvement
- Ensure all service improvement activities are captured for the Service Management Office.
- Produce reports on the success of continual service improvement activities.
Knowledge Management
- Maintain the Service Knowledge Management System for the Service Management Office.
- Ensure that Knowledge is current and accurate and readily accessible to appropriate staff.
Required
- Experience of working within an ITIL environment with direct exposure to Incident, Change and Problem management processes.
- Experience of working in a global support structure with offshore and onshore teams and vendors in multiple regions and time zones.
- Good knowledge of ServiceNow, including the creation of dashboards and reports.
- Able to confidently engage at all levels, building strong operational relationships.
- Detailed articulate approach with an attention to detail to provide consistent, accurate, service.
- Strong Excel skills (pivot tables, charts), MS office, SharePoint and Teams knowledge.
Desired
- Experience in Service Management roles within a FTSE250 organisation or equivalent.
- ITIL Foundation awareness.
- Production/development of customer service documentation.
- Experience working within events and exhibitions industry.
Experience working in a culturally diverse, global organisation
Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates, we make every effort to offer flexible working patterns and prioritise promotion opportunities for internal candidates. Our benefits include:
- A tailored learning and development plan and access to online material to support your career development
- 25 days annual leave, 4 days for volunteering and a day off for your birthday!
- Competitive Benefits package including pension, healthcare and a range of wellbeing benefits
- Share-Match options so you can become a shareholder
- Regular social events and networking opportunities
- Flexible working environment
- Central office in Blackfriars, close to mainline and Underground stations, an onsite gym and restaurant, and a variety of amenities nearby
We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law. This role may also be available on a flexible working or part time basis – please ask the Talent Acquisition team for more information
