IT Change & Incident Analyst – Service Management

About the role

We are seeking an IT Change & Incident Analyst to join our award‑winning technology team in Leeds. This hybrid position (two days a week in the office) will focus on delivering and continuously improving IT Service Management processes across Major Incident, Change, Problem Management and Service Transition.

Key responsibilities

• Own the Change Management lifecycle, including preparing and facilitating CAB meetings.
• Lead Major Incident response, coordination and post‑incident reviews.
• Drive Problem Management activities, perform root‑cause analysis and support service reporting.
• Maintain and optimise ITSM tooling, primarily Jira Service Management.
• Ensure compliance with ITIL best practices and governance standards.

Required profile

• ITIL‑certified professional with hands‑on experience in Major Incident and Change Management.
• Proven ability to manage change requests and facilitate CAB discussions.
• Experience in Problem Management, root‑cause analysis and service reporting.
• Strong understanding of ITIL governance and service improvement principles.

Required skills

• ITIL
• Major Incident Management
• Change Management
• Problem Management
• Root Cause Analysis
• Service Reporting
• Jira Service Management

What we offer

• Competitive salary up to £45,000 per year.
• Hybrid working model (2 days onsite).
• Opportunity to progress to an ITSM Lead role.
• Supportive, growth‑focused environment within a leading technology organisation.