ITSM Operations Analyst

ITSM Operations Analyst
Location: Remote (UK)
Permanent

RS Group is seeking an experienced ITSM Operations Analyst to join our Service Operations team on a permanent basis. This role is critical to ensuring the effective delivery of ITIL-aligned service operations across the organisation, providing consistent, high‑quality support for business‑critical systems.

You will play a key role in coordinating and supporting core ITSM processes, acting as a central point of contact and escalation, and helping drive continual improvement across service operations. This is an excellent opportunity for a confident ITSM professional who thrives in a fast‑paced, enterprise environment and enjoys working closely with a wide range of stakeholders.

What you’ll be doing

As an ITSM Operations Analyst, you will be responsible for supporting and coordinating service operations activities, with a strong focus on stability, quality, and continuous improvement.

Key responsibilities include:

• Supporting ITIL processes across Incident, Problem, Change, and Request Management.
• Coordinating resolution activities for Priority 1 and 2 incidents, as well as managed P3s, ensuring timely restoration of services.
• Leading and supporting Major Incident Management, including communication, escalation, and coordination of resolver groups.
• Conducting post‑incident reviews, ensuring root causes, actions, and lessons learned are clearly documented and tracked.
• Managing and tracking problem records and associated actions, ensuring sign‑off from service owners and accountability from action owners.
• Building and maintaining effective working relationships with third‑party suppliers, managed service providers, and internal resolver teams.
• Contributing to continual service improvement initiatives across service operations.
• Performing trend analysis across ITSM processes, SLAs, and KPIs to identify risks, recurring issues, and improvement opportunities.
• Supporting the assessment and coordination of Non‑Standard Requests.
• Participating in CAB meetings, supporting change assessments with a focus on business impact and risk.
• Supporting the onboarding of new services and acquisitions into the ITSM ecosystem.
• Acting as a point of contact for service-related issues and escalations, ensuring clear ownership and resolution.
• Proactively identifying and driving the closure of aged or stalled tickets across resolver groups.
• Attending monthly MSP governance meetings to review performance, metrics, and trends.
• Participating in an out‑of‑hours Major Incident rota as required.

About you

You are an experienced ITSM or Service Operations professional with a strong understanding of ITIL processes and a passion for delivering stable, high‑quality services. You are confident coordinating across technical teams and stakeholders, managing escalations, and maintaining clarity during major incidents.

You take a proactive, analytical approach to problem‑solving, using data and insight to drive continuous improvement. Calm under pressure and highly organised, you take ownership of issues and see them through to resolution while building effective working relationships across the organisation.

What you’ll need

• Proven experience in IT Operations, Service Support, or ITSM roles, ideally within a global or regional organisation.
• Strong working knowledge of ITIL v4 and hands‑on experience applying ITIL practices in a live service environment.
• Experience managing and monitoring SLAs, KPIs, and service performance metrics.
• Excellent communication, coordination, and stakeholder management skills.
• Ability to remain calm, organised, and decisive during major incidents and high‑pressure situations.
• Strong analytical and problem‑solving skills, with a proactive and continuous improvement mindset.

Desirable skills

• ITIL Practitioner or ITIL v3 Expert certification.
• Experience using ServiceNow or similar ITSM platforms.
• Understanding of Agile and Waterfall delivery methodologies.
• Exposure to enterprise-scale systems, applications, and infrastructure
  environments.
  
  

The extras you’ll get:

At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:​

• Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation​
• Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome​
• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause​
•  Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery, and gender confirmation surgery​
• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all. 

We are RS
At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.  ​

Our purpose? Making amazing happen for a better world.  ​

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.  ​

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues and communities – to solve problems.  ​

We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible, and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do. ​

Come and join us and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.​

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