IT Service Management Analyst
What we will offer:
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We will offer you a place where you can be yourself and where there are no limits on what you can achieve. With us, you can take ownership of your career and have honest conversations throughout. You would join an ambitious firm with a clear strategy for profitable growth where you can get early responsibility and early involvement in growing the business.Here you can expect a competitive and fair reward as well as recognition based on all round performance. This forms part of our internal promise to you, The Deal, between the firm and its employees.
You can expect:
- A Competitive salary and a host of family friendly policies.
- Life assurance, private health and dental care for you and your family.
- A range of flexible benefits including gym discount and retail vouchers.
- Tech, cycle and electric car schemes.
- The opportunity to support the firm's charity through volunteering leave.
- A wellbeing strategy that focuses on preventative measures to maintain overall health, and tools and support for when we experience physical or mental difficulties. The strategy focuses on four pillars: physical, emotional, financial and social aspects.
Team Structure:
There are currently 50 people in the Information Technology team. This role will be reporting to the IT Service Manager. This role is expected to govern all IT staff on their adherence to Service Management policies and process. The role is expected to ensure that Service Management processes are documented, maintained & published to all relevant parties.
Main Responsibilities:
Incident & Problem Management- Working collaboratively with the team, analysing historic data to identify underlying trends and initiating proactive problem management activity.
- Supporting weekly Service Forum meetings: Provide reports for agreed KPIs and review these during the meeting, discuss Voice of the Customer feedback, discuss Any Other Business, and agree next steps where relevant.
- Chairing Problem Review meetings and supporting Biweekly Problem Forum: Agree potential and reported impact to Business, understand root cause or details around root cause investigation, review suitability of workarounds in place, and agree preventive or corrective actions.
- Working in conjunction with the Service Desk Team Leader and IT System Engineers Team Leaders in analysing historic data to identify underlying trends and initiate proactive problem management activity, across teams, to drive improvements and reduce incident volumes
- Ensure proactive and reactive Problem Tasks are actioned in a timely manner following a Major Incident or ongoing Problem.
- This role is responsible and accountable for the overall ownership of the Incident until resolution. Co-ordinating MI timeline, update calls and escalations where necessary.
- Chairing Major Incident Review meetings: Review timeline of events, including 3rd party involvement / statements, agree potential and reported impact to Business, understand root cause or details around root cause investigation, preventative monitoring or event alerting, review relevant existing or outstanding risks, identify new risks, and agree preventive or corrective actions.
- Providing Post Incident Reports to Leadership when requested.
- Managing Requests for Change, to ensure that these meet quality and conformance standards; co-ordinate IT staff and Customers to ensure accurate and appropriate risk assessments and communications during changes.
- Producing detailed Post Implementation Reviews establishing lessons learnt and preventive actions to avoid repeat change failures.
- Chairing weekly CAB meetings, ensuring changes are appropriately risk managed, prioritised, and have no adverse effect on the business.
- Supporting the implementation of IT Asset Management processes.
- Ensure IT Assets are managed throughout their lifecycle, producing regular and ad hoc reports from asset and peripheral registers.
- Providing software compliance reporting across the Stephenson Harwood estate.
- Responsible for the implementation and maintenance of the Virtual Stockroom process in ServiceNow.
- Supporting the design and implementation of IT Capacity & Event Management processes.
- Supporting the implementation of best practice processes, service reporting and tools in order to consistently meet Service Level Targets
- Chairs weekly CAB meetings, Emergency CAB and Post Implementation Reviews (PIR)
- Producing weekly and ad-hoc reports for all levels of management.
- Working collaboratively with the team, to help shape and implement new ITSM policies and procedures e.g., Event Management.
- Create documentation on new features introduced on ServiceNow.
- Train new members of Technology on ServiceNow processes as required for their role. E.g. Incident Management, Change Management.
- Administrator of the ServiceNow Platform and all Modules, including developing the Self-Service Portal available to end users.
- Build relationships with Stephenson Harwood's Managed Service Provider (MSP).
- Keeping up to date with new features and developments within ServiceNow.
Most of our roles are hybrid, meaning that colleagues benefit from working in our office and remotely. We are happy to discuss this and other flexible working arrangements with you as part of the application and interview process.
Attributes/Skills Required:
- Able to work under pressure and prioritise conflicting demands.
- Self-motivated with good organisational and time management skills.
- Ability to develop and maintain good working relationships with both internal and external clients.
- Ability to communicate confidently and effectively at all levels.
- A willingness to learn new skills and assist in the on-going development of the teams' service management procedures.
- Able to use initiative and make suggestions to change processes where required.
- Proactive nature, hardworking, able to structure own work and work unaccompanied when required.
- High level of accuracy and attention to detail.
- Strong understanding of IT Service Management (ITSM) and the ITIL best practice framework.
- Experience in dealing with third party suppliers.
- Previous experience in a legal or other professional services firm / partnership structure.
- Experience in preparing documentation and guidance for others.
- Experience with ServiceNow administration and development.
This job description is indicative only and does not represent an exhaustive list of responsibilities. The firm reserves the right to alter or change the responsibilities at any time, in line with the firm's strategy and business needs.
We are an equal opportunity employer, committed to having a diverse workforce. We do not discriminate on the basis of age, sex, race, disability, sexual orientation, culture or any other protected characteristics. We aim to create a culture where everyone can be themselves and is valued for their strengths and unique perspectives.
About the Firm:
With 8 offices worldwide and with our headquarters based in London, Stephenson Harwood is a law firm where our people are committed to achieving the goals of our clients - listed and private companies, institutions and individuals across the globe.Our mix of expertise and culture results in a combination of deep local insight and the capability to provide a seamless international service.
Our experience encompasses corporate, commercial litigation and arbitration, employment, pensions and private wealth, finance, marine and international trade, and real estate and projects.
We assemble teams of bright thinkers to match our clients' needs and give the right advice from the right person at the right time. Dedicating the highest calibre of legal talent to overcome the most complex issues, we deliver pragmatic, expert advice that is set squarely in the real world.
We understand the power of diversity in delivering that high calibre advice to our clients. We want to attract diverse talent and we particularly encourage applications from underrepresented demographics.
Our values
IndividualityWe encourage creativity and develop talent.
CommitmentTo be the best and deliver the highest standard.
TeamworkWe work together to build close, long-term relationships
Straight talkingWe say what we mean and do what we say.
These values express the personality of the individuals within our firm. They are the behaviours we encourage in our people and the standards which inform our decisions and actions.
Our vision into 2026
To be a successful firm where talented people work together in an entrepreneurial environment, building long term client relationships.This vision is about who we want to be, as well as who we are. It is as much about our values as about our character – the attributes we want to see from all of our people. That's how we unlock our entrepreneurial spirit, advising our clients with top performing teams.
A key part of the 2026 strategy is to focus on five core sectors: decarbonisation, life sciences, private capital & funds, technology, and transportation & trade. These have been identified as crucial in the drive for accelerated profitable growth.