IT Service Management Analyst

What We Will Offer
We will offer you a place where you can be yourself and where there are no limits on what you can achieve. With us, you can take ownership of your career and have honest conversations throughout. You would join an ambitious firm with a clear strategy for profitable growth where you can get early responsibility and early involvement in growing the business. Here you can expect a competitive and fair reward as well as recognition based on all round performance. This forms part of our internal promise to you, The Deal, between the firm and its employees.

Team Structure
There are currently 50 people in the Information Technology team. This role will be reporting to the IT Service Manager. This role is expected to govern all IT staff on their adherence to Service Management policies and process. The role is expected to ensure that Service Management processes are documented, maintained & published to all relevant parties.

Main Responsibilities
Incident & Problem Management:

• Working collaboratively with the team, analysing historic data to identify underlying trends and initiating proactive problem management activity.
• Chairing Problem Review meetings and supporting Biweekly Problem Forum: Agree potential and reported impact to Business, understand root cause or details around root cause investigation, review suitability of workarounds in place, and agree preventive or corrective actions.
• Working in conjunction with the Service Desk Team Leader and IT System Engineers Team Leaders in analysing historic data to identify underlying trends and initiate proactive problem management activity, across teams, to drive improvements and reduce incident volumes.
• Ensure proactive and reactive Problem Tasks are actioned in a timely manner following a Major Incident or ongoing Problem.

Major Incident

• This role is responsible and accountable for the overall ownership of the Incident until resolution. Co-ordinating MI timeline, update calls and escalations where necessary.]
• Chairing Major Incident Review meetings: Review timeline of events, including 3rd party involvement / statements, agree potential and reported impact to Business, understand root cause or details around root cause investigation, preventative monitoring or event alerting, review relevant existing or outstanding risks, identify new risks, and agree preventive or corrective actions.
• Providing Post Incident Reports to Leadership when requested.

Change Management

• Managing Requests for Change, to ensure that these meet quality and conformance standards; co-ordinate IT staff and Customers to ensure accurate and appropriate risk assessments and communications during changes.
• Producing detailed Post Implementation Reviews establishing lessons learnt and preventive actions to avoid repeat change failures.
• Chairing weekly CAB meetings, ensuring changes are appropriately risk managed, prioritised, and have no adverse effect on the business.
• Chairs weekly CAB meetings, Emergency CAB and Post Implementation Reviews (PIR).

Service Reporting & Governance

• Supporting the implementation of best practice processes, service reporting and tools in order to consistently meet Service Level Targets.
• Producing weekly and ad-hoc reports for all levels of management.
• Build relationships with Stephenson Harwood's Managed Service Provider (MSP).

ServiceNow

• Create documentation on new features introduced on ServiceNow.
• Administrator of the ServiceNow Platform and all Modules, including developing the Self-Service Portal available to end users.
• Keeping up to date with new features and developments within ServiceNow.

Other

• Working collaboratively with the team, to help shape and implement new ITSM policies and procedures e.g., Event Management.
• Train new members of Technology on ServiceNow processes as required for their role. E.g. Incident Management, Change Management.

Attributes/Skills Required

• Strong understanding of IT Service Management (ITSM) and the ITIL best practice framework.
• Experience in dealing with third party suppliers.
• Previous experience in a legal or other professional services firm / partnership structure.
• Experience in preparing documentation and guidance for others.
• Experience with ServiceNow administration and development.

About The Firm
Stephenson Harwood is an international law firm, and we're committed to creating 'positive partnerships' with our clients. We represent listed and private companies, institutions and individuals, building lasting relationships to help them succeed in a complex andever-changing world.

Our focus is on five core sectors: Energy Transition, Life Sciences and Healthcare, Private Capital and Funds, Technology, and Transportation and Trade.

With more than 1,400 people, including 210+ partners, across eight offices in Europe, the Middle East and Asia, we combine deep legal capabilities and broad commercial expertise. We have also forged close ties with high quality law firms around the world, blending local knowledge with global savvy for clients in over 100 countries.

We understand the power of diversity in delivering that high calibre advice to our clients. We want to attract diverse talent and we particularly encourage applications from underrepresented demographics.

Our Brand Strengths

• GO FAR, GO TOGETHER
• EXPERTS IN MORE THAN LAW
• CAN DO PERSONALITIES
• ALWAYS READY