Service Management Analyst
Core
Coordinate incidents, lead major incident response, drive problem investigations, review technology changes, and analyze service data to identify improvement opportunities within a central Service Management team.
Role type
Service Management Analyst (ITIL/Service Desk)
Builds
Technology services stability and reliability for The Lottery Corporation's games and operations
Domain
Gaming/Entertainment industry + IT Service Management
Required skills
Incident management, Problem management, Change management, Root-cause analysis, ServiceNow, ITIL practices, Risk identification, Stakeholder coordination, Data analysis
Preferred skills
ITIL 4 Foundation certification, Major Incident Management experience, Post Incident/Change Review facilitation
Technologies
ServiceNow
Responsibilities
Coordinate incidents through investigation and restoration, Lead Major Incident response when rostered, Drive Problem investigations and root-cause analysis, Review and coordinate technology changes, Identify risks, dependencies and recurring service issues, Support Post Incident and Post Change Reviews, Analyse service data and identify improvement opportunities, Support Service Management governance, process compliance and controls, Partner across Technology, the business and service providers, Turn lessons learned into practical improvements, Participate in the Major Incident Management on-call roster (one week in every four, including outside normal business hours), Contribute across broader Service Management practices and improvement initiatives based on team priorities
Seniority
Mid-level, hands-on IC