IT Service Management Analyst (Hybrid)

About the role

We are seeking an IT Service Management Analyst to join our award‑winning technology organisation. This hybrid role works two days per week on‑site in the Leeds/Bradford area and focuses on delivering and continuously improving IT services across major processes.

Key responsibilities

• Own Change Management activities, including change request handling and CAB facilitation.
• Manage Major Incident processes and ensure effective incident resolution.
• Support Problem Management, root‑cause analysis and service reporting.
• Drive service transition, governance and compliance initiatives.
• Use Jira Service Management to optimise workflows, generate reports and enable data‑driven decisions.

Required profile

• ITIL‑certified professional with hands‑on experience in Major Incident and Change Management.
• Strong knowledge of ITIL best practices and service governance.
• Proven ability to manage change requests, facilitate CAB discussions and maintain change governance.
• Experience in Problem Management, root‑cause analysis and service reporting.
• Desirable: familiarity with ISO20000 and ISO27001 standards.

Required skills

• Jira Service Management

What we offer

• Competitive salary up to £45,000 per year.
• Hybrid working model (2 days on‑site).
• Clear progression path towards an ITSM Lead role.
• Opportunity to work with modern ITSM tooling and a supportive team.