8 jobs found

Senior ITSM Configuration & Service Catalogue Analyst Location: Wakefield, West Yorkshire - Hybrid Working Rate: Band 6/7: .02 per day, in scope Contract: 3-6 Month Contract (poss ext) Sector: Public Sector / Healthcare Reporting To: Service Delivery Manager We are seeking an experienced Senior ITSM Configuration & Service Catalogue Analyst to support a major IT Service Management improvement programme within a large, complex organisation.This is a hands-on delivery role focused on developing a robust Configuration Management Database (CMDB), Service Catalogue and Request Catalogue capability. Working closely with the Service Delivery Manager, you will help transform fragmented service and asset information into structured, validated and implementation-ready data. You'll work with technical, operational and business stakeholders to identify services, dependencies, ownership and support arrangements, helping establish the foundations for improved service management and operational resilience. CMDB Development Develop and populate configuration item (CI) structures and relationships. Cleanse, validate and reconcile existing configuration records. Support the preparation of migration-ready CMDB data. Produce service maps showing key technology and operational dependencies. Service & Request Catalogue Development Document service definitions, offerings, owners, support models and dependencies. Define user-focused request catalogue items and fulfilment workflows. Document approvals, fulfilment processes and service level requirements. Help establish practical and measurable service standards. ITSM Implementation Support Produce implementation-ready documentation, data templates and user stories. Support testing, data migration and defect resolution activities. Work with implementation teams and suppliers to ensure solutions align with agreed requirements. Deliver handover documentation and prioritised backlog items for future development. Essential Significant hands-on experience implementing or improving CMDB and Service Catalogue capabilities. Proven experience supporting large-scale ITSM implementation, migration or service improvement programmes. Experience gathering requirements and taking work through discovery, documentation, validation, testing and implementation. Strong understanding of ITIL Service Management, Configuration Management and Service Modelling. Experience creating service maps, CI models, service records and catalogue workflows. Excellent stakeholder engagement and communication skills. Advanced data analysis, spreadsheet and documentation skills. Desirable Experience with ITSM platforms such as HaloITSM, ServiceNow, BMC Helix, Freshservice, ManageEngine or similar. Experience supporting data migration and testing activities. Experience working alongside ITSM implementation partners or suppliers. Previous experience within the NHS, healthcare, emergency services, government or other regulated environments. Why Apply?This is an excellent opportunity to play a key role in a high-profile ITSM transformation programme, helping to establish the foundations for effective service management, improved operational resilience and better user experience across a complex organisation.Apply today if you have a proven track record in CMDB development, Service Catalogue design and ITSM implementation support. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)

Senior ITSM Configuration & Service Catalogue Analyst Location: Wakefield, West Yorkshire - Hybrid Working Rate: Band 6/7: £202.31 - £294.02 per day, in scope Contract: 3-6 Month Contract (poss ext) Sector: Public Sector/Healthcare Reporting To: Service Delivery Manager We are seeking an experienced Senior ITSM Configuration & Service Catalogue Analyst to support a major IT Service Management improvement programme within a large, complex organisation.This is a hands-on delivery role focused on developing a robust Configuration Management Database (CMDB), Service Catalogue and Request Catalogue capability. Working closely with the Service Delivery Manager, you will help transform fragmented service and asset information into structured, validated and implementation-ready data. You'll work with technical, operational and business stakeholders to identify services, dependencies, ownership and support arrangements, helping establish the foundations for improved service management and operational resilience. CMDB Development Develop and populate configuration item (CI) structures and relationships. Cleanse, validate and reconcile existing configuration records. Support the preparation of migration-ready CMDB data. Produce service maps showing key technology and operational dependencies. Service & Request Catalogue Development Document service definitions, offerings, owners, support models and dependencies. Define user-focused request catalogue items and fulfilment workflows. Document approvals, fulfilment processes and service level requirements. Help establish practical and measurable service standards. ITSM Implementation Support Produce implementation-ready documentation, data templates and user stories. Support testing, data migration and defect resolution activities. Work with implementation teams and suppliers to ensure solutions align with agreed requirements. Deliver handover documentation and prioritised backlog items for future development. Essential Significant hands-on experience implementing or improving CMDB and Service Catalogue capabilities. Proven experience supporting large-scale ITSM implementation, migration or service improvement programmes. Experience gathering requirements and taking work through discovery, documentation, validation, testing and implementation. Strong understanding of ITIL Service Management, Configuration Management and Service Modelling. Experience creating service maps, CI models, service records and catalogue workflows. Excellent stakeholder engagement and communication skills. Advanced data analysis, spreadsheet and documentation skills. Desirable Experience with ITSM platforms such as HaloITSM, ServiceNow, BMC Helix, Freshservice, ManageEngine or similar. Experience supporting data migration and testing activities. Experience working alongside ITSM implementation partners or suppliers. Previous experience within the NHS, healthcare, emergency services, government or other regulated environments. Why Apply?This is an excellent opportunity to play a key role in a high-profile ITSM transformation programme, helping to establish the foundations for effective service management, improved operational resilience and better user experience across a complex organisation.Apply today if you have a proven track record in CMDB development, Service Catalogue design and ITSM implementation support. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.

An opportunity has arisen for a Senior Business Analyst to join a well-established biotech company using large-scale genetic data and AI to predict disease risk and advance precision healthcare. As a Senior Business Analyst, you will support the implementation of Jira Service Management, ensuring workflows, processes and integrations are successfully delivered within a live operational environment. This is a 6-month contract-based role offering hybrid / remote working options, salary range of £450 - £600 per day and benefits. You will be responsible for: Working closely with technical teams, implementation specialists and business stakeholders to deliver Jira Service Management solutions. Leading Business Analysis activities throughout the implementation phase, including workflow design, process documentation and delivery support. Supporting the transition of an Access Governance function onto Jira Service Management using established workflows and operational processes. Creating and maintaining process maps, workflow documentation, user stories, implementation tickets and acceptance criteria. Analysing and supporting API integrations between Jira Service Management, HubSpot and other business systems. Ensuring solutions align with wider service management processes and technology environments. Supporting testing, validation and User Acceptance Testing (UAT) activities. Identifying delivery risks, dependencies and implementation considerations. Producing operational documentation, training materials and implementation resources to support adoption. What we are looking for: Previously worked as a Business Analyst, Business Systems Analyst, Systems Analyst, Process Analyst or in a similar role Proven experience delivering Jira Service Management implementations. Strong Business Analysis experience within system implementation, digital transformation or operational change programmes. Experience working with HubSpot integrations. Previous involvement in projects that have progressed from discovery through to implementation and delivery. Strong skills in workflow design, process mapping and business documentation. Experience supporting system integrations, including API-related analysis. Knowledge of IT Service Management (ITSM) processes, workflow automation and service delivery models. Experience producing training materials, operational procedures and implementation documentation. This is an excellent opportunity for a Business Analyst with Jira Service Management implementation experience to join a high-profile transformation programme. Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone, or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us. Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.

Kick your ITSM career up a notch by joining a fast-growing software technology company looking for a hands-on Service Management Analyst to help shape how they deliver customer support. Reporting and partnering directly with the Head of Customer Success, and working closely with Product and Engineering, you'll resolve complex issues while strengthening the processes and tooling that the wider support team relies on. Location: Banbury - hybrid with flexibility to work remotely. 2-3 days per week in the office. Salary: £40,000 - £45,000 basic plus benefits package + weekend support rota contribution pay. Good commutes from Rugby, Coventry, Oxford, Milton Keynes, Northampton, etc. What you'll be doing Own significant incidents end-to-end, from triage and coordination through to customer communication and post-incident review ( NOT fix; we have 1st through 3rd line support functions) Build a lightweight problem management practice that drives recurring issues to a permanent fix with Engineering & Product. Act as the bridge between Customer Success, Product and Engineering, defining clear escalation pathways and handover standards Evolve the service management tooling - workflows, automations, reporting and engineering integrations Build a knowledge base that reduces repeat contacts and produce service reporting that turns trends into action Coach first and second line agents on investigation, troubleshooting and customer communication What you need to bring 3+ years in a senior support, service desk or ITSM role. Working knowledge of ITIL Incident and Problem Management, applied pragmatically Hands-on administration of an enterprise ITSM platform (Zendesk, Jira Service Management, Freshservice, ServiceNow or similar) - workflows and reporting, not just ticketing A track record of improving a support function, such as escalation frameworks, SLA design or knowledge management resources Confident, clear communicator who's comfortable in difficult conversations with customers and senior stakeholders Available for occasional weekend support rota Why you'll love this job Genuine autonomy to shape how service management works, with real influence and no line management responsibilities for the moment. Join a business backed by fresh growth investment (Multiple millions ), with the scope to build something rather than maintain it Work alongside a team who've lived the industry they serve, in a genuinely collaborative culture If you're ready to bring structure and pace to a growing support function in the software technology sector, we'd love to hear from you. Apply now to find out more about this exciting opportunity.

Kick your ITSM career up a notch by joining a fast-growing software technology company looking for a hands-on Service Management Analyst to help shape how they deliver customer support. Reporting and partnering directly with the Head of Customer Success, and working closely with Product and Engineering, you'll resolve complex issues while strengthening the processes and tooling that the wider support team relies on. Location: Banbury (many staff comutte from Milton Keynes / Northampton area) - hybrid with flexibility to work remotely. 2-3 days per week in the office. Salary: £40,000 - £45,000 basic plus benefits package + weekend support rota contribution pay. Good commutes from Rugby, Coventry, Oxford, Milton Keynes, Northampton, etc. What you'll be doing Own significant incidents end-to-end, from triage and coordination through to customer communication and post-incident review ( NOT fix; we have 1st through 3rd line support functions) Build a lightweight problem management practice that drives recurring issues to a permanent fix with Engineering & Product. Act as the bridge between Customer Success, Product and Engineering, defining clear escalation pathways and handover standards Evolve the service management tooling - workflows, automations, reporting and engineering integrations Build a knowledge base that reduces repeat contacts and produce service reporting that turns trends into action Coach first and second line agents on investigation, troubleshooting and customer communication What you need to bring 3+ years in a senior support, service desk or ITSM role. Working knowledge of ITIL Incident and Problem Management, applied pragmatically Hands-on administration of an enterprise ITSM platform (Zendesk, Jira Service Management, Freshservice, ServiceNow or similar) - workflows and reporting, not just ticketing A track record of improving a support function, such as escalation frameworks, SLA design or knowledge management resources Confident, clear communicator who's comfortable in difficult conversations with customers and senior stakeholders Available for occasional weekend support rota Why you'll love this job Genuine autonomy to shape how service management works, with real influence and no line management responsibilities for the moment. Join a business backed by fresh growth investment (Multiple millions ), with the scope to build something rather than maintain it Work alongside a team who've lived the industry they serve, in a genuinely collaborative culture If you're ready to bring structure and pace to a growing support function in the software technology sector, we'd love to hear from you. Apply now to find out more about this exciting opportunity.

What you will do Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service. This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum. Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval. Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval. Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review. Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval. CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure. Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs). Ensure follow-up actions are logged and assigned to the relevant teams, and escalate overdue actions and risks as required. Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams. Arrange and document root cause analysis sessions under guidance, and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner. Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation. Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs, and tracking actions to completion. Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met. Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and confirm that tooling and reports support the documented process steps. Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed. Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery. The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum. What you will have Experience: Strong working knowledge of ITIL frameworks. Minimum 5+ years working within an IT environment. Proven stakeholder engagement and communication skills. Proven ability to adopt, drive, and promote continual service improvement, using data, insight, and stakeholder feedback to enhance service performance, tooling effectiveness, and user experience. Personal: Comfortable wearing multiple hats and balancing governance with delivery. Strong analytical and problem solving skills, with the ability to identify root causes and pragmatic solutions Confident communicator with the ability to influence and challenge constructively. Highly organised, with the ability to manage competing priorities across multiple processes and initiatives. Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills. Strong focus on continuous improvement, optimisation, and delivering operational excellence. Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments. Degree qualified - preferred ITIL v4 Certification - preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required. We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. NO AGENCIES PLEASE - A&O Shearman does not accept unsolicited CVs. For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here .

Contract Service Desk Manager (1st Line & Request Fulfilment) Location: Preston (5 days per week on-site) Contract: Initial 6 months IR35: Outside IR35 Rate: DOE Start: Immediate/Next few weeks The Opportunity We're looking for an experienced Service Desk Manager to join a large enterprise technology function on an initial six-month contract. This is a hands-on leadership role where you'll take ownership of a busy 1st Line Service Desk supporting several thousand users. The focus is on improving service quality, increasing operational efficiency, driving automation and creating a high-performing customer-focused support function. You'll work alongside senior technology leaders to improve service operations, enhance colleague experience and deliver measurable improvements across people, process and technology. Key Responsibilities Lead the day-to-day operation of a large-scale 1st Line Service Desk. Improve SLA, XLA, CSAT and First Contact Resolution performance. Optimise ticket triage, routing and request fulfilment processes. Drive self-service, automation and shift-left initiatives. Own service reporting, operational metrics and continual improvement activities. Improve knowledge management and reduce recurring incidents. Lead and develop Service Desk Team Leaders and Analysts. Support Major Incident response and service recovery activities. Work closely with Infrastructure, Engineering, Security and business stakeholders. Identify opportunities to simplify support processes and improve customer experience. Essential Experience We're looking for someone who has experience leading enterprise-scale Service Desk operations, including: Managing Service Desk teams supporting thousands of users. ITIL Service Management. ServiceNow, Freshservice, Jira Service Management or similar ITSM platforms. Strong operational reporting and KPI management. Continual Service Improvement (CSI). Request Fulfilment and Knowledge Management. Service Desk transformation or operational improvement programmes. Building high-performing support teams. Managing suppliers and internal stakeholders. Major Incident Management. Desirable Experience delivering Service Desk automation. Exposure to AI-assisted Service Management. ITIL v4 certification. Knowledge of Microsoft Power Platform or Copilot. Experience within large enterprise or multi-site organisations. About You You'll be a delivery-focused Service Desk leader who enjoys improving how technology support operates. You're comfortable working in fast-paced enterprise environments, using data to drive decisions and bringing structure, pace and accountability to operational teams. You'll be equally comfortable leading people, engaging senior stakeholders and rolling your sleeves up to improve processes where required. Contract Details Initial 6-month contract Outside IR35 5 days per week on-site in Preston Rate: DOE Immediate start preferred (within the next few weeks) If you're available immediately or becoming available shortly and have a proven background in leading enterprise Service Desk operations, we'd be keen to hear from you.

Role: Junior Major Incident & Problem Analyst Location: London - (Hybrid) Duration : Permanent Key Essential Skills: 2+ years experience in a customer-focused, fast-moving IT support or service management environment Solid foundation in IT service delivery and understanding of Major Incident and Problem Management processes Working knowledge of ITIL practices and terminology Strong communication skills, able to explain technical issues to both IT and business stakeholders Methodical approach to managing tasks and following up on delivery Ability to collaborate well with cross-functional teams Confident in managing and participating in major incidents and problem investigations with support from senior staff Basic understanding of IT infrastructure and relevant systems Comfortable producing reports and handling incident/problem tracking (Excel basics and ITSM tool navigation) Strong analytical and organizational skills Desirable Skills: Experience supporting or working with senior stakeholders and learning how to drive process adherence Exposure to financial services or regulated sectors ITIL or other ITSM certifications in progress or completed Experience using ITSM platforms (eg, ServiceNow, Remedy, BMC, Cherwell) Interest in professional development and growing knowledge of ITIL/incident management best practices Overview We are seeking for Junior Major Incident & Problem Analyst to join our team based in central London. This role requires a proactive, detail-oriented, and communicative professional who can manage and drive Major Incidents and Problem Management across their full life cycle in a fast-paced, high-demand environment As part of a three-person Incident, Problem, (IPC) team, you will work closely with Run the Bank IT teams, ensuring adherence to ITIL-aligned Incident and Problem Management processes. The role includes on-site support during business hours (07:00 - 18:00, Monday to Friday) and participation in an on-call rota for out-of-hours incident management. Role & Responsibilities: Incident Management: Responsible for the end to end management of major and high impacting issues, ensuring issues are resolved as quickly as possible. Manage incidents via conference calls, liaising and coordinating activities with IT support teams until issues is resolved. Send regular communications regarding the incident to relevant stakeholders. Update incident tickets within the ITSM tool with incident details including; the actual issues, business impact, where known the cause and timeline of events through the incident. Escalate incidents to management, being able to articulate details of the incident at all levels. Problem Management: Facilitate Post Incident Review meetings where required, working with the Service Delivery Manager and Run the Bank teams to identify root cause and remedial actions. Create problem management tickets within the ITSM tool following an incident or for proactive management of a problem, ensuring the ticket contains all relevant details, remediation activities with due dates for completion. Manage the life cycle of Problem tickets and flag any potential issues or due dates being missed. With the Service Delivery Manager hold meetings with Run the Bank teams to receive progress updates on remediation actions and update Problem Management ticket. Update ITSM tool for known errors. Professionalism: To be an advocate for Thebes Group and to act in accordance with the company's Code of Conduct at all times; Participate and undertake applicable professional, technical and career development training to include attainment of associated qualifications where required. Comply with external and internal regulatory and statutory policies, procedures and regulations Liaise with relevant and associated areas across the Thebes Group and client sites to ensure our policies are known, understood and drive the appropriate outcomes. To undertake any other duties of a similar nature that the company reasonably requests to be performed that are within the expertise and skills of the jobholder. Outline Thebes Group: Thebes, a seasoned IT Managed Service provider with a 19-year track record, offers fast, flexible, and value-driven solutions, tailored to propel your organization into the next phase of its IT journey. Our unique Assured Outcome Provider (AOP) methodology prioritizes quality service, industry-leading solutions, and tangible ROI over conventional metrics like headcount and price lists. In our commitment to putting your needs first, we specialize in strategic IT consultancy, efficient project execution, ITaaS management, and staffing augmentation with our network of skilled professionals. What sets us apart is our proficiency in harnessing cutting-edge AI and Cloud technologies for cost optimization, ensuring that your IT infrastructure not only meets but exceeds expectations. We don't just deliver services; we curate digital solutions that align seamlessly with your business objectives. With a relentless focus on delivering outcomes, we do things for you, not to you, constantly adding value to your operations. Trust Thebes to be your partner in achieving IT excellence, where innovation and efficiency converge for unparalleled success.