IT Service Management Analyst

hireful agency

2d•Hybrid

About The Position

Kick your ITSM career up a notch by joining a fast-growing software technology company looking for a hands-on Service Management Analyst to help shape how they deliver customer support. Reporting and partnering directly with the Head of Customer Success, and working closely with Product and Engineering, you'll resolve complex issues while strengthening the processes and tooling that the wider support team relies on.

Requirements

3+ years in a senior support, service desk or ITSM role.
Working knowledge of ITIL Incident and Problem Management, applied pragmatically
Hands-on administration of an enterprise ITSM platform (Zendesk, Jira Service Management, Freshservice, ServiceNow or similar) - workflows and reporting, not just ticketing
A track record of improving a support function, such as escalation frameworks, SLA design or knowledge management resources
Confident, clear communicator who's comfortable in difficult conversations with customers and senior stakeholders
Available for occasional weekend support rota

Responsibilities

Own significant incidents end-to-end, from triage and coordination through to customer communication and post-incident review (NOT fix; we have 1st through 3rd line support functions)
Build a lightweight problem management practice that drives recurring issues to a permanent fix with Engineering & Product.
Act as the bridge between Customer Success, Product and Engineering, defining clear escalation pathways and handover standards
Evolve the service management tooling - workflows, automations, reporting and engineering integrations
Build a knowledge base that reduces repeat contacts and produce service reporting that turns trends into action
Coach first and second line agents on investigation, troubleshooting and customer communication