IT Service Management Analyst

Job title:

IT Service Management Analyst

Company:

Zopa

Job description

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre – we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at !We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalifeThe Team:The IT Service Management (ITSM) Analyst is a key role within the Technology Operations & Risk function at Zopa. Working closely with Senior ITSMs and the broader technology organization, the team is dedicated to ensuring the effective management of incidents and change, using data-driven insights to improve processes and outcomes.The Role:This Entry-level position is an excellent opportunity for someone looking to develop their skills in IT service management within a dynamic and fast-paced environment. As an ITSM Analyst, you will support the Senior ITSMs by providing data-led insights and administrative assistance to ensure the smooth handling of incidents and changes. You’ll gain hands-on experience with incident and change management processes, contributing to the team’s overall effectiveness and helping to drive continuous improvement.We are seeking a candidate who is keen to learn, has a growth mindset, and is enthusiastic about working in IT service management. If you’re looking to build a strong foundation in this field and are ready to make an impact in a collaborative setting, we’d love to hear from you!Responsibilities

• Supporting individual teams to implement and embed Zopa’s incident and change management processes, ensuring that best-practice is followed – and identifying areas for ongoing improvement.
• Using data analysis to pinpoint specific areas of weakness and sharing targeted insights to engineering teams, Senior ITSMs and risk teams on areas of repeat failure or weakness. This also includes change impact assessments.
• Gathering data and MI to support trend analysis and reporting to Zopa’s governance forums.
• Maintaining and monitoring key incident management and change metrics.
• Gathering data and evidence in response to internal / external audit engagements, 2nd line of defence assurance reviews or other ad-hoc information / compliance requests.
• Supporting Senior ITSMs and Risk Managers with materials for root cause analysis and Post Incident Reviews, following major incidents.
• Identifying areas for continuous improvements to incident and change management processes, and recommendations for automation opportunities.
• Updating procedural documentation, framework guidance and training materials for teams on an ongoing basis in line with business needs.
• Providing periodic on-call support to ensure that management and escalation of incidents & changes are addressed with the appropriate level of urgency.
• Provide support during audits and compliance assessments.

Skills/Experience

• Strong analytical and problem-solving skills – with experience in data analysis and reporting.
• Excellent communication and interpersonal skills.
• Experience in process design / process mapping.
• Ability to use applications such as such as Jira, Confluence, Excel and PowerPoint.
• Working knowledge of incident management tooling such as PagerDuty (nice to have).
• Project management (nice to have).

#LI-DF1Flexible working? Yes please!At Zopa we value flexible ways of working. We understand the benefits of face-to-face collaboration and the importance of a good work-life balance. Our teams work in a hybrid manner, from our vibrant UK offices and the comfort of their own homes, at a frequency that suits the team and the work they do.Not only that – you’ll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.*Subject to having the right to work in the country of choiceDiversity StatementZopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.

Expected salary

Location

London

Job date

Sun, 25 Aug 2024 05:51:36 GMT

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