Service Management Analyst - ITIL - London in Bucuresti

Service Management Analyst - ITIL - London. My client is looking for a Service Management Analyst to undertake the day-to-day administrative support activities required to enable the IT Service Management Team to provide the oversight and governance of internal and external IT Services, continual service improvement and administration of ITSM tooling. We are looking for someone with IT Service management experience and a background in a Service Desk or Customer Service role. You should be analytical, quick to learn and able to communicate effectively at all levels. You should be able to identify and help implement process improvements and reengineering where necessary. Duties: Demonstratable experience in the day-to-day operation of IT Service Management practices such as incident management. Experience of working in a complex multi-sourced environment. Excellent working knowledge of Service Management processes, with the ability to support process mapping and development, workflows, service measurement, new service/supplier onboarding (incl. transition planning, release, user adoption), CSI, etc. Working knowledge of configuration management systems, such as Insight/Assets, SNOW, BMC Discovery and SolarWinds Strong working knowledge of ITSM tooling - preferably Jira Service Management Strong team player, self-starter and ability to manage workload effectively and efficiently Troubleshooting and multitasking mindset Excellent written and verbal communication and ability to present to senior management. ITIL V3/V4 foundation or higher. Knowledge of current technology trends and innovation, ranging from cloud services to automation, with an eagerness to continue learning and developing this. Strong stakeholder management skills and good articulation. Experience Required: ITIL V3/V4 Foundation or above qualification Experience of using a Service Management toolset eg. JIRA, ServiceNow Clear communication and is articulate Possess high emotional intelligence and empathy Customer Service orientated Has performed the role of ITSM Analyst and worked on Service Desk/Help Desk Must be able to effectively prioritise work and have a sense of urgency Able to challenge the status quo and have a continuous improvement mindset Able to build and value strong business relationships with stakeholders