IT Service Management Analyst

  • Full Time
  • London

Website Imperial College London

Job Purpose

Purpose of the Post  

The Service Management Analyst will have experience specialising in implementing one or more Service Management processes across IT, including any business delivery channels. They will work very closely with the Service Management Lead and ICT teams to develop and promote a Continual Service Improvement culture, with particular focus on business value and customer experience.

Key Responsibilities  

This role will support the Service Management Lead in designing, documenting, maintaining, and improving core Service Management policies, processes and procedures including but not limited to: – Incident Management, Request Management, Problem Management, Change Management, Release Management, Knowledge Management, Configuration Management and Service Continuity.
Support and maintains the Knowledge Management lifecycle.
Responsible for creating, maintaining, and continuously improving service catalogue data including:
Application services and their relationships and dependencies to other services and assets.
Ensuring non-ICT supported shadow IT in the College is captured in ICTs service catalogue.
Responsible for maintaining CMDB data by working closely with Tooling Lead.
Promotes the service catalogue as the single source of truth concerning the products and services ICT delivers, plus the related applications, infrastructure and assets which underpin these products and services.
Ensures all changes address the following points, including but not limited to:  
Are robust and the impact and risk to the organisation is minimal.  
Will deliver the required performance with desired constraints removed.  
Have appropriate rollback plans. 
Have been sufficiently tested.  
Have met security requirements.  
Appropriate communication plans are in place.
Supports the CAB (Change Advisory Board) and Release meetings. 
Maintains, manages, and improves the onboarding of services, including but not limited to:
Performance standards, measures, and arrangements, including any revisions.
Support arrangements are in place, both internal and 3rd party, including related changes to service management tools.
SSXC team have put in place monitoring arrangements, including any tooling integration requirements.
Compliance and regulatory that requirements have been met.
Required security controls and processes are in place.
College stakeholders and relevant service reporting is ready, where applicable, for the service to go live
Actively supports the performance of suppliers with respect to Service Management obligations, building and maintaining strong workshop relationships with service leads of ICT 3rd party providers.
Keeps abreast of trends and innovations, to further optimise Service Management and improve the customer experience.
Helps to promote ICT cultural values within the Service Management team.
Assists and deputises for other members in all aspects of Service Management functions.

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