IT Service Management Analyst

Salary: £35,000 - 45,000 per year

Requirements:

• 3+ years in a senior support, service desk, or ITSM role
• Working knowledge of ITIL Incident and Problem Management, applied pragmatically
• Hands-on administration of an enterprise ITSM platform such as Zendesk, Jira Service Management, Freshservice, ServiceNow, or similar, including workflows and reporting
• A track record of improving a support function, such as escalation frameworks, SLA design, or knowledge management resources
• Confident, clear communicator who is comfortable in difficult conversations with customers and senior stakeholders
• Available for occasional weekend support rota

Responsibilities:

• Own significant incidents end-to-end, from triage and coordination through to customer communication and post-incident review
• Build a lightweight problem management practice that drives recurring issues to a permanent fix with Engineering and Product
• Act as the bridge between Customer Success, Product, and Engineering, defining clear escalation pathways and handover standards
• Evolve our service management tooling, including workflows, automations, reporting, and engineering integrations
• Build a knowledge base that reduces repeat contacts and produce service reporting that turns trends into action
• Coach first and second line agents on investigation, troubleshooting, and customer communication

Technologies:

• Support
• ITIL
• ITSM
• JIRA
• ServiceNow
• Zendesk

More:

We are a fast-growing software technology company looking for a hands-on Service Management Analyst to help shape how we deliver customer support. You will report and partner directly with our Head of Customer Success and work closely with Product and Engineering to resolve complex issues while strengthening the processes and tooling our wider support team relies on. This is a hybrid role based in Banbury, with flexibility to work remotely and a requirement to be in the office 2 to 3 days per week. We offer a salary of £40,000 to £45,000 basic plus benefits and weekend support rota contribution pay. The role offers genuine autonomy, real influence, and no line management responsibilities for the moment, within a collaborative team backed by fresh growth investment.

last updated 32 week of 2026