IT Service Analyst

We have a current opportunity for a IT Service Analyst on an ongoing PAYE contract basis. 3/2 hybris work pattern. 

As a Service Analyst, you will play a key role in supporting the governance and performance management of outsourced IT services across infrastructure, cybersecurity, applications, and ITSM. Reporting to the Service Delivery Manager, you will contribute to operational excellence while actively supporting the transformation of service delivery models to meet evolving business needs.
This role is ideal for someone who thrives in dynamic environments and is passionate about driving service innovation, improving user experience, and enabling digital transformation through data-driven insights and vendor collaboration.

Key Responsibilities

Operations & Reporting

Maintain and enhance dashboards and reports tracking SLAs, KPIs, service trends, and risks.
Provide actionable insights for service reviews and performance improvement.
Coordinate incident, change, and issue records to ensure timely resolution and quality post-incident analysis.Vendor Coordination

Monitor vendor performance and ensure timely updates on tickets and service improvement plans.
Support commercial activities including renewals, contract reviews, and vendor onboarding.
Engage with internal stakeholders to capture service demand and communicate service status effectively.Tooling & Process

Ensure data integrity within ITSM tools (e.g., ServiceNow) and CMDB.
Promote process adherence and contribute to the development of knowledge articles and user communications.
Identify opportunities to automate and streamline service processes.Transformational Service Support

Contribute to the evolution of service delivery by identifying gaps, inefficiencies, and opportunities for innovation.
Support the transition from legacy service models to modern, user-centric, and cloud-enabled solutions.
Collaborate with cross-functional teams to pilot new service capabilities and measure impact.
Assist in embedding continuous improvement and agile service management practices.Role Dimensions
Exposure to a dynamic, multi-vendor service environment within a fast-growing energy business.
Opportunity to contribute to strategic service transformation initiatives.
Pathway to develop toward Service Delivery Manager responsibilities through hands-on experience and mentorship.Role Requirements
3–5 years of experience in IT service operations or analysis within an ITIL-aligned environment.
Proficiency with ITSM platforms such as ServiceNow, BMC, or Cherwell, and experience in reporting and data visualization.
Strong coordination, communication, and stakeholder engagement skills.
Experience supporting service transformation or process improvement initiatives is a plus.
ITIL v4 Foundation certification (Intermediate level desirable).

Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment