ITIL Process Analyst

ITIL Process Analyst - London/Hybrid - Permanent - Up to £58k

A fantastic opportunity has arisen for a ITIL Process Analyst to join our London based global law firm on a permanent basis.

• Document and maintain all policies and processes related to Incident Management.
• Identify and categorise incidents, determining their impact and urgency.
• Lead IT teams in addressing and resolving incidents, ensuring timely restoration of normal operations.
• Manage the flow of information during an incident, keeping stakeholders informed and collaborating with various teams.
• Document and maintain all policies and processes related to Problem Management.
• Coordinate investigations and drive a reduction of repeat incidents by identifying and tracking trends.
• Identify trends in incidents to proactively address potential issues
• Document and maintain all policies and processes related to Change Enablement.
• Periodically review the risk register to ensure it is fit for purpose.
• When required to deputies in hosting and running Change Advisory Board (CAB) meetings
• Maintain the change schedule
• Identify areas for process improvement and optimisation.
• Assist with implementing best practices and drive initiatives to enhance service delivery and efficiency
• Provide coaching, support and mentorship to staff on ITIL processes and best practice
• Proven experience in IT service management, with a strong understanding of ITIL processes and frameworks.
• ITIL Foundation certification mandatory and desirable a further ITIL accreditation. At least 2 years' experience in delivery of ITIL processes
• Manages multiple ITIL processes efficiently. Prioritises tasks to meet SLAs and deadlines.

ITIL Process Analyst - London/Hybrid - Permanent - Up to £58k