IT Service Management Analyst (ITSM) – Hybrid

About the role

We are seeking an IT Service Management Analyst to drive service excellence across Major Incident, Change, Problem Management, Service Transition and CAB processes. The role is hybrid, based in Leeds with two days a week in the office.

Key responsibilities

• Deliver and improve IT services across Major Incident, Change, Problem Management, Service Transition and CAB processes.
• Own Change Management activities, support CAB discussions and ensure effective change governance.
• Manage Major Incident processes and contribute to governance, compliance and service improvement initiatives.
• Utilise modern ITSM tooling, particularly Jira Service Management, to produce service reports, optimise workflows and enable data‑driven decisions.

Required profile

• ITIL‑certified professional with experience in Major Incident and Change Management.
• Strong understanding of ITIL best practices and service governance.
• Proven ability to manage change requests, facilitate CAB meetings and maintain effective change governance.
• Experience in Problem Management, root‑cause analysis and service reporting.
• Hands‑on experience with Jira Service Management (desirable).

Required skills

• ITIL certification
• Jira Service Management

What we offer

• Hybrid working model (2 days onsite).
• Competitive salary up to £45,000 per year.
• Clear progression path towards an ITSM Lead role.
• Opportunity to work with modern ITSM tools in a growing technology organisation.