IT Operational Support Analyst - Services Coordinator

We are looking for an IT Operational Support Analyst to join our client team in London.

Schedule/Duration: Contract | 6-12 months with opportunity for extension

Location: London, UK preferred

Hybrid Work Capability: Must be able to commute to the London office 3-4 days per week.

Languages: English

Job Overview:
We are seeking an experienced IT Operations Analyst & Services Coordinator to join our client's team in London on a contract basis. The successful candidate will play a pivotal role in coordinating IT operational support, ensuring smooth delivery of services, and enhancing the adoption of the existing live IT support model across the European business units. This position requires strong ITIL knowledge, excellent organizational skills, and the ability to effectively manage communications between business users, IT leadership, and 3rd party support partners.

Key Responsibilities:

• Support Model Coordination: Serve as the primary coordination point for European business users, providing guidance and ensuring adherence to the established IT support model.
• Incident Management: Facilitate effective incident management processes to drive faster resolution times, improve response rates, and boost overall user satisfaction.
• Business Communication: Act as the liaison between business users, internal technical teams, and 3rd party support partners, ensuring clear and consistent communication.
• Process Improvement: Identify opportunities to streamline support processes, improve the efficiency of service delivery, and enhance overall IT operations.
• Performance Monitoring: Track and report on key metrics related to incident management, user satisfaction, and support process effectiveness.
• Service Coordination: Oversee coordination across Level 1 to Level 3 IT support teams, ensuring seamless handoffs and collaboration.
• ServiceNow Support: Utilize ServiceNow applications for tracking and managing incidents, changes, and requests, ensuring that all stakeholders are aligned.
• Reporting & Documentation: Produce regular status reports and dashboards for IT leadership, highlighting trends, insights, and opportunities for improvement.

Required Skills & Experience:

• Proven Experience: Minimum of 3-5 years of experience in IT Operations, Service Coordination, or similar roles.
• ITIL Certification: Strong knowledge of ITIL frameworks and best practices. Certification is a plus.
• ServiceNow Proficiency: Hands-on experience with ServiceNow or similar IT Service Management (ITSM) tools.
• 3rd Party Vendor Management: Experience in managing and coordinating with geographically dispersed 3rd party support partners.
• Communication Skills: Excellent written and verbal communication skills in English, with the ability to engage both technical and non-technical stakeholders effectively.
• Problem-Solving Skills: Strong analytical and problem-solving skills with a focus on delivering practical solutions.
• Organizational Skills: Demonstrated ability to manage multiple priorities and deliver results within a fast-paced environment.
• Hybrid Work Capability: Must be able to commute to the London office 3-4 days per week.

Preferred Qualifications:

• Technical Background: Previous experience in IT support, system administration, or infrastructure support is a strong advantage.
• Project Management Skills: Familiarity with project management methodologies and tools is a plus.
• Change Management Experience: Experience supporting IT change management initiatives and adoption within business units.