Service Management Analyst

Informa is a leading international events, intelligence, and scholarly research group.Through hundreds of powerful brands, we work with businesses and professionals in specialist markets, providing the connections, intelligence and opportunities that help customers grow, do business, make breakthroughs, and take better informed decisions.Informa is listed on London Stock Exchange and a member of FTSE 100, with over 11,000 colleagues working in more than 30 countries.Informa’s divisions include: Informa Connect, Informa Markets, Informa Tech, Taylor & Francis and Global Support.Informa is a successful and diverse FTSE 100 business that has been built over the past twenty years through a mix of organic growth and acquisition. Informa is transforming itself to increase digital capability and the mix of revenues, with the expectation that far higher proportions of revenue are derived from new digital products and through the sales of all products through digital channels.Equally, as a contemporary B2B provider of solutions and services, we anticipate the need to enable customer touchpoints through digitalising processes that are currently offline, and through shaping and establishing a digital ecosystem over the next 5 years, whilst firmly establishing our position within it, thereby providing our B2B customers with end-to-end go-to-market solutions. This has resulted in strategic programmes like GAP II, focused on a digital acceleration and associated investment and the Unifying Technology Programme, focused on transforming the Technology Operating Model.Technology Solutions & ServicesGlobal Supportis Informa’s fifth division, with major service hubs in the United Kingdom, the United States, Hong Kong, and Singapore as well as several smaller locations. Global Support colleagues provide shared, efficient business services and function-specific expertise to each of Informa’s operating divisions, enabling our commercial teams to focus on their markets and customers.Technology Solutions & Services is a key function within Global Support, with responsibility for the management and evolution of the key enterprise technology disciplines that underpin day to day business operations including Strategy & Technology Change, Enterprise Architecture, Enterprise Technology, Customer Technology, Technology Operations, and Information Security.The Technology function is embarking on a clear roadmap for the modernisation of legacy services whilst developing new platforms, solutions and techniques that transform the department into an enabler of reliable, scalable, and secure services that support Informa’s digital agenda and diverse customer landscape, through the Unifying Technology Programme. We recognise the need for change and have a good understanding of where we need to get to. We need people to help us shape, solve problems and deliver the change agenda. Ensuring that we are seen as a trusted partner to our business colleagues.Job DescriptionThis role reports to the Incident & Problem Manager (EMEA) for Technology Solution & Services, part of the Global Support Division.The Service Management Analyst is responsible for supporting the Head of Service Delivery and Incident & Problem Managers with the operational delivery, assurance and improvement of all IT service management processes. The Service Management Analyst will focus on collaborating closely with all operational teams on a day to day basis improving data quality for all ticket types, monitoring SLA and OLA adherence and assisting with service reporting requirements.Job Summary/ResponsibilitiesService ManagementSupport the Incident & Problem Managers with the day to day operational delivery and governance activities of those processes.Attend the weekly Problem Management review of all open tasks agreeing priority activities.Provide operational cover across the other ITIL service Management processes as required.Act as an initial contact for all IT delivery teams in relation to operational service matters.Support the Service Management Office in the identification of any Continual Service Improvement opportunities.Issue weekly reports to IT delivery Team Leaders on action required across all ticket types.Perform monthly checks across resolved incidents and request to ensure data quality standards are being adhered to highlighting issues and collaborating with teams to raise standards.Service ReportingWork with the ServiceNow Team to create and produce scheduled and adhoc IT service reports for the operational services.Work with the ServiceNow Team to create and maintain team dashboards within ServiceNow for all operational delivery teams.Continual Service ImprovementEnsure all service improvement activities are captured for the Service Management Office.Produce reports on the success of continual service improvement activities.Knowledge ManagementMaintain the Service Knowledge Management System for the Service Management Office.Ensure that Knowledge is current and accurate and readily accessible to appropriate staff.QualificationsRequiredExperience of working within an ITIL environment with direct exposure to Incident, Change and Problem management processes.Experience of working in a global support structure with offshore and onshore teams and vendors in multiple regions and time zones.Good knowledge of ServiceNow, including the creation of dashboards and reports.Able to confidently engage at all levels, building strong operational relationships.Detailed articulate approach with an attention to detail to provide consistent, accurate, service.Strong Excel skills (pivot tables, charts), MS office, SharePoint and Teams knowledge.DesiredExperience in Service Management roles within a FTSE250 organisation or equivalent.ITIL Foundation awareness.Production/development of customer service documentation.Experience working within events and exhibitions industry.Experience working in a culturally diverse, global organisationAdditional InformationEmployee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates, we make every effort to offer flexible working patterns and prioritise promotion opportunities for internal candidates. Our benefits include: A tailored learning and development plan and access to online material to support your career development
25 days annual leave, 4 days for volunteering and a day off for your birthday!
Competitive Benefits package including pension, healthcare and a range of wellbeing benefitsShare-Match options so you can become a shareholder
Regular social events and networking opportunities Flexible working environmentCentral office in Blackfriars, close to mainline and Underground stations, an onsite gym and restaurant, and a variety of amenities nearbyWe know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law. This role may also be available on a flexible working or part time basis – please ask the Talent Acquisition team for more information