ITSM and Reporting Analyst

ITSM and Reporting Analyst

Posted 6 days ago by La Fosse

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Negotiable
Outside
Hybrid
London Area, United Kingdom
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Ad Hoc Reporting Automation Bmc Software Business Analytics Cloud Services Computer Science Device Tracking Software External Auditing Financial Services Financial Technology (FinTech) General Insurance Information Technology Infrastructure Library Information Technology Operations IT Service Management JIRA Key Performance Indicators (KPIs) Market Trend Microsoft Excel Microsoft Power Automate/Flow Operational Risk Power BI Scripting ServiceNow SQL (Programming Language) Stakeholder Management Transparency (Human-Computer Interaction)

Summary: The ITSM & Reporting Analyst role focuses on transforming metrics into actionable insights within a regulated financial services environment. The position involves producing reports, dashboards, and analytics to enhance service quality and compliance. The analyst will collaborate with various stakeholders to ensure data accuracy and alignment with regulatory frameworks. This role is hybrid, requiring two days per week onsite in either London or Warsaw.

Key Responsibilities:

  • Develop and maintain service performance reports across Incident, Change, Problem, and Request Fulfilment
  • Monitor SLAs, KPIs, and OLAs to reflect service health and operational commitments
  • Build dashboards and visualisations using tools like Power BI, Excel, and ServiceNow Performance Analytics
  • Analyse service delivery trends to identify recurring issues and improvement opportunities
  • Support service reviews and senior stakeholder meetings with actionable insights
  • Ensure data accuracy and completeness within the ITSM platform (e.g., ServiceNow)
  • Validate and reconcile data for regulatory and audit reporting (PCI DSS, DORA, ACPR, GDPR)
  • Assist in control evidence and audit response materials related to ITSM process adherence
  • Support process owners with ad-hoc reporting, metrics tracking, and trend analysis
  • Contribute to post-incident reviews, change reviews, and CSI initiatives

Key Skills:

  • 2–4 years’ experience in ITSM reporting, operations, or service analytics
  • Bachelor’s degree in IT, Business Analytics, Computer Science, or related field
  • Working knowledge of ITIL (Foundation certification preferred)
  • Proficiency in ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management
  • Strong skills in Excel (pivot tables, lookups), Power BI, and data visualisation
  • Attention to detail and ability to present complex data to technical and non-technical audiences
  • Experience in financial services or regulated industries (banking, fintech, insurance) - bonus
  • Familiarity with operational risk reporting or audit processes - bonus
  • Understanding of cloud-based service operations and performance monitoring - bonus
  • Exposure to SQL, scripting, or automation tools (Python, Power Automate) - bonus

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

ITSM & Reporting Analyst

Location: London or Warsaw (Hybrid – 2 day per week onsite)

Term: Initial 3 months, outside IR35.

If you thrive on transforming metrics into meaningful insights and want to play a key role in service quality and compliance, this role puts you at the heart of operational transparency for a regulated financial services environment. You’ll be responsible for producing high-impact reports, dashboards, and analytics that inform service reviews, incident trends, change success rates, SLA adherence, and control compliance. Working closely with Service Owners, IT Operations, Risk & Compliance, and senior stakeholders, you’ll ensure data is accurate, actionable, and aligned to regulatory frameworks.

What you’ll be responsible for

  • Develop and maintain service performance reports across Incident, Change, Problem, and Request Fulfilment
  • Monitor SLAs, KPIs, and OLAs to reflect service health and operational commitments
  • Build dashboards and visualisations using tools like Power BI, Excel, and ServiceNow Performance Analytics
  • Analyse service delivery trends to identify recurring issues and improvement opportunities
  • Support service reviews and senior stakeholder meetings with actionable insights
  • Ensure data accuracy and completeness within the ITSM platform (e.g., ServiceNow)
  • Validate and reconcile data for regulatory and audit reporting (PCI DSS, DORA, ACPR, GDPR)
  • Assist in control evidence and audit response materials related to ITSM process adherence
  • Support process owners with ad-hoc reporting, metrics tracking, and trend analysis
  • Contribute to post-incident reviews, change reviews, and CSI initiatives

What you’ll bring

  • 2–4 years’ experience in ITSM reporting, operations, or service analytics
  • Bachelor’s degree in IT, Business Analytics, Computer Science, or related field
  • Working knowledge of ITIL (Foundation certification preferred)
  • Proficiency in ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management
  • Strong skills in Excel (pivot tables, lookups), Power BI, and data visualisation
  • Attention to detail and ability to present complex data to technical and non-technical audiences

Bonus points if you have

  • Experience in financial services or regulated industries (banking, fintech, insurance)
  • Familiarity with operational risk reporting or audit processes
  • Understanding of cloud-based service operations and performance monitoring
  • Exposure to SQL, scripting, or automation tools (Python, Power Automate)
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