Itsm Analyst

Operational Resilience SM Support **Shift Pattern:** Standard 40 Hour Week (United Kingdom) **Scheduled Weekly Hours:** 40 **Corporate Grade:** F - Officer **Reporting Line:** (UK Division) Information Technology **Location:** UK-London **Worker Type:** Permanent **LME:**  LME Group is the world centre for industrial metals trading and clearing. Most of the world’s non-ferrous metals business is conducted in the LME.  The metals community uses the LME, a member of HKEX Group, as a venue to transfer or take on price risk, as a physical market of last resort and as the provider of transparent global reference prices.  **Responsibilities:**  **ITSM Tooling Support**  * Provide support for ITSM platform issues and service requests.  * Assist with system integrations and automation initiatives.  * Support continual service improvement activities.  * Work with stakeholders to gather requirements for tooling enhancements.  * Identify opportunities to improve user experience and operational efficiency  **ServiceNow**  * Support the administration and configuration of the ServiceNow platform.  * Maintain workflows, catalog items, forms, groups and user permissions.  * Assist with enhancements across Incident, Change, Problem, Request and CMDB modules.  * Support testing and deployment activities for platform improvements.  * Create and maintain platform documentation and process guides.  **PagerDuty**  * Support administration of PagerDuty services, schedules and escalation policies.  * Assist with onboarding new support teams and services.  * Maintain integrations between PagerDuty and monitoring tools.  * Support alerting improvements and operational reporting.  **Reporting & Data Analysis**  * Build and maintain operational dashboards and reports.  * Produce regular management information and KPI reporting.  * Support reporting through ServiceNow and PowerBI.   * Perform data analysis to identify service trends and improvement opportunities.  * Ensure data quality across ITSM platforms.  **Key Success Factors:**  * Delivery of accurate and reliable reporting.  * Effective support and maintenance of ITSM platforms.  * Improved data quality across ServiceNow and associated tooling.  * Timely completion of platform enhancements and support activities.  * Strong customer service and stakeholder engagement.  * Identification and implementation of continuous improvement opportunities. * Successful support of audit and compliance requirements.  **Academic and Professional Qualifications Required:**  * Degree in Information Technology, Computer Science, Data Analytics or related discipline, or equivalent practical experience.  * ITIL Foundation certification desirable.  * ServiceNow, Power BI or CyberArk certifications desirable but not essential.  * Commitment to continued professional development.  **Required Knowledge and Level of Experience:**  * Basic understanding of automation, APIs and system integrations.  * Experience producing reports and dashboards.  **Desirable:**   * 1-2 years' experience in an IT support, systems administration, service management or analyst role.  * Understanding of ITIL Service Management principles.  * Experience using or supporting enterprise applications.  * Exposure to ServiceNow, PagerDuty, CyberArk or similar platforms desirable.  * Experience working within a regulated environment beneficial but not essential.  **Technical Skills**  * ServiceNow administration and configuration.  * Reporting and dashboard development (Power BI, Excel, ServiceNow Reporting).  * Basic SQL and data analysis skills.  * Understanding of access management concepts.  * Knowledge of PagerDuty or similar event management platforms.  * Knowledge of CyberArk or Privileged Access Management concepts.  * Understanding of workflow automation and process improvement.  **Professional Skills**  * Strong analytical and problem-solving abilities.  * Excellent organisational skills and attention to detail.  * Strong written and verbal communication skills.  * Ability to manage multiple tasks and priorities.  * Collaborative and team-oriented approach.  * Customer-focused mindset.  * Willingness to learn new technologies and platforms.  * Ability to work effectively in a fast-paced technology environment.