Service Management Analyst

  • Job Reference: Sophie Mann
  • Date Posted: 13 February 2020
  • Recruiter: Eurobase People Limited
  • Location: Chelmsford, Essex
  • Salary: £40,000 Per Day
  • Sector: Information Technology
  • Job Type: Contract
  • Work Hours: Full Time
  • Contact: Sophie Mann
  • Email:

Job Description

Service Management Analyst

A new opportunity has arisen for a Service Management Analyst to join a leading FS software vendor based in Chelmsford. This exciting, challenging Service Management position is offering a salary of up to £40K DOE+ Benefits.

The Service Management Analyst oversees all non-specialist aspects of that delivery, supporting application analysts, product specialists and a wider development team in meeting our clients' expectations. The role is unique in the business giving the right individual the opportunity to influence change, set an agenda with our clients, and become a key player

The Service Management Analyst is responsible for the day-to-day satisfaction of clients.

This includes but is not limited to the following:

  • Ownership of the Service Desk toolset and its capabilities

  • End-to-end oversight of complex, low volume, tickets, ensuring high quality and timely responses

  • Maintaining and coordinating client release plans for major and minor releases

  • Maintenance of resourcing plans for ongoing support work

  • Governance of tickets to meet SLA requirements and set client expectations

  • Production of accurate client billing and reports, using input and data from wider teams

  • Capturing and using accumulated knowledge for the benefit of the client and staff

Key Performance Indicators:


    • Client satisfaction

    • Operational excellence

    • Reliability/dependability

    • Planning and execution of plans

    • Service Improvement

    As Service Management Analyst, the following skills are essential:

    • Customer Relationship skills

    • Experience of working within a support/ticket management environment

    • Technical Aptitude

    • ITIL/Service Management experience or background

    • Excellent planning, organisation and communication skills

    • A Self-starter with initiative and the ability to drive improvement

    • Commercial Awareness and understanding

    Previous experience of Insurance or Finance applications are also highly desirable along with:-


      • Analysis skills -use of Microsoft Excel

      • MS SQL, Pan Intelligence or Business Objects

      • ITIL Qualifications

      The role holder will enjoy balancing the reactive nature of support work with the analysis and planning required to achieve medium-term goals within a software vendor environment. Fantastic opportunity for a talented Service Management professional, looking to further their career within a well-established solution provider. For further details on this Chelmsford based role, please apply now.