IT Service Management Analyst

Kick your ITSM career up a notch by joining a fast-growing software technology company looking for a hands-on Service Management Analyst to help shape how they deliver customer support. Reporting and partnering directly with the Head of Customer Success, and working closely with Product and Engineering, you''ll resolve complex issues while strengthening the processes and tooling that the wider support team relies on.Location: Banbury (many staff comutte from Milton Keynes / Northampton area) - hybrid with flexibility to work remotely. 2-3 days per week in the office. Salary: £40,000 - £45,000 basic plus benefits package + weekend support rota contribution pay. Good commutes from Rugby, Coventry, Oxford, Milton Keynes, Northampton, etc. What you''ll be doingOwn significant incidents end-to-end, from triage and coordination through to customer communication and post-incident review (NOT fix; we have 1st through 3rd line support functions)Build a lightweight problem management practice that drives recurring issues to a permanent fix with Engineering and Product.Act as the bridge between Customer Success, Product and Engineering, defining clear escalation pathways and handover standardsEvolve the service management tooling - workflows, automations, reporting and engineering integrationsBuild a knowledge base that reduces repeat contacts and produce service reporting that turns trends into actionCoach first and second line agents on investigation, troubleshooting and customer ..... full job details .....