IT Service Management Analyst

Kick your ITSM career up a notch by joining a fast-growing software technology company looking for a hands-on Service Management Analyst to help shape how they deliver customer support. Reporting and partnering directly with the Head of Customer Success, and working closely with Product and Engineering, you'll resolve complex issues while strengthening the processes and tooling that the wider support team relies on.

Location: Banbury -  hybrid with flexibility to work remotely. 2-3 days per week in the office. Salary: £40,000 - £45,000 basic plus benefits package + weekend support rota contribution pay. Good commutes from Rugby, Coventry, Oxford, Milton Keynes, Northampton, etc.

What you'll be doing

Own significant incidents end-to-end, from triage and coordination through to customer communication and post-incident review (NOT fix; we have 1st through 3rd line support functions)
Build a lightweight problem management practice that drives recurring issues to a permanent fix with Engineering & Product.
Act as the bridge between Customer Success, Product and Engineering, defining clear escalation pathways and handover standards
Evolve the service management tooling - 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

What you need to bring

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 (Zendesk, Jira Service Management, Freshservice, ServiceNow or similar) - workflows and reporting, not just ticketing
A track record of improving a support function, such as escalation frameworks, SLA design or knowledge management resources
Confident, clear communicator who's comfortable in difficult conversations with customers and senior stakeholders
Available for occasional weekend support rota

Why you'll love this job

Genuine autonomy to shape how service management works, with real influence and no line management responsibilities for the moment.
Join a business backed by fresh growth investment (Multiple millions....), with the scope to build something rather than maintain it
Work alongside a team who've lived the industry they serve, in a genuinely collaborative culture

If you're ready to bring structure and pace to a growing support function in the software technology sector, we'd love to hear from you. Apply now to find out more about this exciting opportunity