IT Service Management Analyst

Analyst, IT Support

We are looking for an IT Service Management Analyst to join our growing team on a 12-month maternity cover contract.

This role will act as a key analyst within the IT Service Management team and plays a key role in ensuring stability, efficiency, and continuous improvement of our IT service delivery. You'll work across teams to manage incidents, changes, and problems, while driving service excellence through data, automation, and process optimization. The role will be engaged in Stakeholder Management in respect of Incident, Problem and Change Management processes.

Day to day you'll be:

• Supporting the ITSM ITIL aligned process teams with their day to day operation with tasks.
• Collaborating with engineering and support teams to progress Incident, Problem and Change tickets.
• Producing MI and reporting in line with daily, weekly, monthly schedules.
• Supporting the Service Delivery Managers by completing assigned tasks relating to client relationships such as monthly reporting and service improvement plans.
• Acting as a bridge between IT, product, and business teams to ensure alignment on service priorities.
• Supporting the communications process during major incidents and coordinating communications with stakeholders.
• Collating and maintaining a client view of the Forward Schedule of Change (FSC), liaising with Client Management for client communication of FSC.
• Supporting the demand management forecasting through attending the monthly product reviews and maintaining the Demand MI.
• Identifying opportunities to streamline ITSM processes using automation and integrations.
• Supporting audits, compliance, and governance activities.
• Adapting and prioritizing tasks effectively to meet shifting priorities and deadlines.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Essential skills and experience:

• Previous experience of working in an IT Service Management and Service Delivery team/environment.
• Previous experience of working in a client/consumer facing role.
• Knowledge of ITIL framework.
• Excellent communication and stakeholder engagement abilities.
• Strong analytical and problem-solving skills.
• The ideal candidate thrives in dynamic environments, communicates effectively, and is passionate about delivering exceptional service.

Impact you'll make:

What's in it for you? At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days' annual leave + bank holidays (increasing with service)
• Global paid wellness days off + a bonus day off to celebrate your birthday
• A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion – a place to grow: If there's something on the list of essential/desirable skills that you can't quite tick off, don't let that put you off applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. We know imposter syndrome is real, let's confront it so we can continue to grow and thrive together.

Flexibility at TU: We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we've set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don't let this stop you from applying. Let us know if you're looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support: At TransUnion, we're committed to fostering an inclusive and diverse workplace where all individual's talents and perspectives are valued. When you apply for a position with us, you're not just joining a team, you're becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting ukrecruitment@transunion.com.

Interview & Hiring Process: Most of our recruitment processes are virtual, so you'll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview your recruiter will inform you of this.

We do not accept any unsolicited CV's from recruitment agencies. If you are a recruitment agency on our PSL our talent team will contact you directly should we require any assistance.