Reading (Hybrid 50/50)
Until 18/09/2026

Additional vetting required - onboarding may take longer.

About the Role

We're looking for a sharp, data-driven IT Service Management Analyst to own service reporting, drive performance insights, and support continuous improvement across ITSM functions. You'll provide clear, actionable intelligence that helps teams improve incident management, change success, request fulfilment, and overall service health.

What You'll Do

• Build and maintain SLA/KPI dashboards and performance reports
• Analyse trends across Incident, Problem, Change, Request, Asset & CMDB
• Provide insight for service reviews, governance forums & audits
• Improve data quality, processes and service efficiency
• Work with Service Owners and technical teams to embed continuous improvement
• Translate complex data into clear, meaningful insights for all audiences

Key Skills (Must-Haves)

• Strong analytical + service reporting experience
• PowerBI & Advanced Excel
• Solid ITIL understanding (SLAs, governance, service processes)
• Ability to interpret complex data and spot trends early

Nice to Have

• Knowledge of ITSM tools (ServiceNow, Remedy, Cherwell)
• Experience in Digital Workplace/EUC environments
• Understanding of endpoint, identity or collaboration technologies
• Familiarity with product-led delivery and continuous improvement frameworks

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.