IT Service Management Analyst – Hybrid (Leeds/Bradford)

About the role

We are seeking an IT Service Management Analyst to join our award‑winning technology team in Leeds/Bradford. The role is hybrid, with two days per week in the office, and offers a clear pathway to an ITSM Lead position.

Key responsibilities

• Own and improve Change Management processes, including CAB facilitation and governance.
• Lead Major Incident Management, ensuring swift resolution and post‑incident analysis.
• Support Problem Management, conduct root cause analysis and drive service improvements.
• Maintain service reporting, workflow optimisation and data‑driven decision making using Jira Service Management.
• Ensure compliance with ISO20000 and ISO27001 standards.

Required profile

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

Required skills

• ITIL
• Jira Service Management
• ISO20000
• ISO27001
• Major Incident Management
• Change Management
• Problem Management

What we offer

• Competitive salary up to £45,000 per year.
• Hybrid working model (2 days onsite).
• Opportunities for professional growth towards an ITSM Lead role.
• Dynamic environment with modern ITSM tooling.