The ITIL Process Analyst is responsible for promoting and supporting the ITIL (Information Technology Infrastructure Library) framework and best practices. This role is crucial in ensuring that IT services are delivered efficiently and effectively, aligning with business needs, adhering to best practice guidelines, and continually improving service quality.
The primary focus of this role will be on Incident Management, Service Request Management, Change Enablement, and Problem Management, with the intention to expand into other practices as the function matures and grows.
This role will report to the ITIL Process Manager.

SKILLS AND EXPERIENCE

• Educational Background: ITIL Foundation certification mandatory and desirable a further ITIL accreditation. At least 2 years’ experience in delivery of ITIL processes.
• Experience: Proven experience in IT service management, with a strong understanding of ITIL processes and frameworks.
• Analytical Skills: Strong analytical and problem-solving abilities, with a focus on process improvement and optimisation.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex concepts to diverse audiences. Clearly explains processes and changes to stakeholders. Bridges the gap between technical teams and business stakeholders.
• Organisational and Time Management Skills: Manages multiple ITIL processes efficiently. Prioritises tasks to meet SLAs and deadlines.

1. Incident Management:
   o Document and maintain all policies and processes related to Incident Management.
   o Identify and categorise incidents, determining their impact and urgency.
   o Lead IT teams in addressing and resolving incidents, ensuring timely restoration of normal operations.
   o Manage the flow of information during an incident, keeping stakeholders informed and collaborating with various teams.
   o Identify and escalate incidents that require higher-level attention.
   o Work towards the final resolution of incidents, ensuring they are closed, and lessons learned are documented and published.
   o Identify areas for improvement within the incident process.
   o Fulfil the role of Major Incident Manager when required.
2. Problem Management:
   o Document and maintain all policies and processes related to Problem Management.
   o Coordinate investigations and drive a reduction of repeat incidents by identifying and tracking trends.
   o Assist with the development and implementation of solutions or workarounds.
   o Identify trends in incidents to proactively address potential issues.
   o Communicate the status of problems and their potential solutions to stakeholders, including any constraints or hold-ups.
   o Work to improve the overall Problem Management process and maintain documentation.
   o Collaborate with team managers to assign ownership and manage workloads.
3. Change Management:
   o Document and maintain all policies and processes related to Change Enablement.
   o Periodically review the risk register to ensure it is fit for purpose.
   o When required to deputies in hosting and running Change Advisory Board (CAB) meetings.
   o Publish minutes following these meetings.
   o Maintain the change schedule.
   o Complete post-change reviews and document lessons learned.
   o Provide training and support to all new members of staff.
4. Continuous Improvement:
   o Identify areas for process improvement and optimisation.
   o Assist with implementing best practices and drive initiatives to enhance service delivery and efficiency.
   o Develop and implement specific initiatives to improve services and processes based on service reviews and process evaluations.
5. Performance Monitoring
   o Track and report against key performance indicators (KPIs) to measure process effectiveness and efficiency.
   o Maintain continuous reporting to drive decision-making, such as determining if a service is not fit for purpose and needs replacing.
6. Training and Development:
   o Provide coaching, support and mentorship to staff on ITIL processes and best practices.
   o Promote a culture of service excellence and continuous improvement within the organisation.
7. Compliance and Governance:
   o Conduct regular reviews of process to ensure they are fit for purpose.
   o Continuously audit and asses to ensure process adherence and effectiveness.