IT Service Delivery Analyst (CMDB)
A Leading Financial Services business are looking to hire an IT Service Delivery Analyst with specific experience or knowledge with Service and Incident Management (CMDB - Service Now).
- Permanent Salary paying between £25,000 - £35,000 + benefits and bonus
- Hybrid working (3 days a week in the office, 2 from home - flexible both ways)
- Based in Central London
- Joining March/April 2025
Role Purpose
- The role will be responsible for ensuring high-quality delivery of IT services, managing incidents, resolving problems, and maintaining the Configuration Management Database (CMDB).
- This role requires a proactive approach to service management, in-depth technical knowledge, and a commitment to continual service improvement to meet business needs and enhance the overall IT service experience.
Specific Skills & Experience
- A positive, proactive, and customer-focused attitude, with the ability to deliver high-quality, timely, and customer-focused support services.
- Strong knowledge and experience in IT service management, ITIL, and IT service delivery methodologies and tools
- Vast experience in IT service delivery, with a focus on incident and problem management and hands-on CMDB management.
- ITIL Foundation certification is required; ITIL Intermediate or higher preferred.
- Proficient in ITSM tools (e.g., ServiceNow) for incident, change and problem management.
- Strong experience with CMDB administration, data integrity practices, and asset configuration.
- Excellent organisational, planning, and time management skills, with the ability to prioritise and manage multiple tasks and deadlines.
- Excellent attention to detail, quality, and accuracy, with the ability to adhere to the IT service standards and best practices.
- Excellent communication skills, with the ability to explain complex technical issues to non-technical stakeholders.
- Ability to work well under pressure and manage multiple tasks in a fast-paced environment.
- Strong analytical and problem-solving skills.
Service Delivery and Support
- Manage and oversee the day-to-day delivery of IT services to meet service level agreements (SLAs) and exceed customer expectations.
- Act as a primary contact for service-related issues, incidents, and escalations, ensuring prompt and effective resolution.
Incident and Problem Management
- Lead incident management processes, including identifying, logging, categorising, and prioritising incidents.
- Coordinate and drive root cause analysis for recurring issues, ensuring long-term solutions through effective problem management practices.
- Establish and maintain incident response and escalation processes, minimising the impact on business operations.
- Develop post-incident reports and contribute to continuous improvement by recommending preventative measures.
Configuration Management Database (CMDB)
- Maintain and enhance the CMDB to ensure accurate tracking of all IT assets, configurations, and dependencies.
- Oversee CMDB data accuracy by performing regular audits and ensuring proper classification of assets and configurations.
- Work closely with IT teams to ensure smooth integration of CMDB processes with other ITIL processes, including incident and change management.
