Our client is looking for an ITSM Analyst for an initial 12 month fixed term engagement with the view to going permanent at the end of it. The role will work as part of the ITSM team, managing incidents, managing escalations and maturing their ITSM capability.
 
The role:
·         Design and govern through process our internal and external contributors to the ITSM processes
·         Acts as an escalation point of contact for business users and manage their expectations
·         Govern/Manage Major Incidents including communication of Major incidents to the organisation
·         Governance and Co-ordination of Disaster recovery
·         Governance of Operational Readiness
·         Governance Problem Management
·         Governance of Change process
·         May have an after-hours component
·         May require hands on experience with Desktop
·         Be responsive and adjust priorities based on the needs of stakeholders where appropriate
 
 
Key competencies we're looking for:
·         ITIL V3.0 or ITIL V4.0
·         Communication
·         Governance
·         SLA and ITSM reporting

Ideal experience:
·         SIAM experience
·         Desktop Support experience
·         Experience in managing major incidents
·         Experience in conducting and managing Disaster Recovery exercise across the platform
·         ServiceNow experience