Lead ITIL Analyst
Full Time, Permanent
£38.000 – £43,000 (DOE)
Coulter Elite Resourcing are currently looking for a Lead ITIL Analyst to work with one of their rapidly growing clients who specialise within the IT industry in Peterborough.
The ideal candidate will have previous experience as a Lead/Senior Analyst working within an IT function producing data and reporting for major incidents teams. You will have a keen eye for detail and have an ITIL V4 certification as a minimum. You will have a strong understanding of Service Delivery departmental operations, systems, processes and structure.
Ownership and management of major incidents in line with the defined procedures
Provide support for internal teams to ensure effective handling of the incident
Deliver concise and factual communication and status updates to all levels of internal and external stakeholder
Thorough analysis and trending of major incidents
Identify any areas of difficulty or areas for improvement which result in a quality service to the customer
Produce monthly analytical and performance reports for internal and external stakeholders
Identifying and escalating IT security concerns
Be the Major Incident subject matter expert
Manage problem records through to resolution within service level thresholds and to customer's satisfaction
Produce Root Cause Analysis reports as per defined contractual SLA
To carry out proactive Problem Management via trend analysis of incidents raised
Collaborate with Major Incident, Change and Knowledge teams to resolve issues and develop better working practices.
Create and distribute weekly/monthly performance and activity reporting, both internally and customer facing
Accountable for the maintenance of a centralised Asset Management databaseExperience Required:
MUST HAVE ITIL v3 or v4 Foundation certified with an advanced and demonstrable understanding of Service Management methodologies and best practice
Previously used an ITSM tool and a document repository (e.g. SharePoint)
Ability to produce analytical and performance reporting
An strong understanding of all of Service Delivery departmental operations, systems, processes and structure
Experience of running, or being present at, a Change Advisory meetings
Excellent organisational, analytical and problem solving skills
Passionate, professional, with a proactive and a 'can-do' attitude at all times
Confident in liaising with internal and external customers at all levels on a one-to-one and group basisThis is a full time permanent Lead ITIL Analyst role, working Monday to Friday offering an annual salary of £38,000 – £43,000 (DOE)
If this position sounds like you, then please forward your CV to Adam at Coulter Elite Resourcing.
Coulter Elite Resourcing is an independent recruitment agency based in Peterborough supplying permanent and contract personnel, from office junior through to the highest levels of management both locally and nationally.
Between our team we have a wealth of experience and we operate in both the Permanent, Temporary and contract marketplace, covering the following areas:
Accounts, Administration, Bi-lingual, Call Centre, Customer Service, Design Engineers, Directors, Warehousing, Distribution, Engineering, Finance, Graduates, Human Resource, Insurance, IT, Legal, Logistics, PR, Media, Purchasing, Reception, Sales, Secretarial, PA, Telesales, Web Design
To apply for this job please visit itjobpro.co.uk.