ITIL Service Operations Analyst Job at Rackspace (Cardiff)

Business Process Analyst Operations Support Intern

The Business Process Analyst plays a critical role in ensuring the efficiency an...

Location

Costa Rica , Heredia

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

University Students pursuing a degree in business or information technology
Bachelor's degree in business, information technology, or a related field
At least some experience in business process analysis or IT service management
Strong understanding of ITIL best practices and their application in a managed services environment
Excellent analytical, problem-solving, and process mapping skills
Strong communication and interpersonal skills
Experience in gathering and documenting business requirements
Proficiency in using process modeling and documentation tools
Knowledge of IT service management tools (e.g., ServiceNow, BMC Remedy) is a plus
Self-motivated and proactive with a strong work ethic

Job Responsibility

Conduct in-depth analysis of current IT service management processes, identifying bottlenecks, inefficiencies, and areas for improvement
Develop and implement process improvement initiatives based on ITIL best practices
Collaborate with stakeholders to gather requirements, document processes, and create process maps and workflows
Ensure adherence to ITIL best practices in all service management processes
Assist in the implementation and maintenance of ITIL processes including incident management, problem management, change management, and service request management
Monitor process performance through key performance indicators (KPIs) and service level agreements (SLAs)
Provide regular reports to management
Work closely with cross-functional teams to understand business needs and translate them into actionable process improvements
Facilitate communication and collaboration between different teams
Provide training and support to staff on new processes and ITIL best practices

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing

Fulltime

Cloud Operations Analyst

Sopra Steria, a major Tech player in Europe with 56,000 employees in nearly 30 c...

Location

India , Bengaluru

Salary:

Not provided

Sopra Steria

Expiration Date

Until further notice

Requirements

Engineering graduate with 4-6 years of relevant experience
EC2, IAM, ECS, S3, VPC, Cloud watch, EKS, storage, Databases, Alerting Infrastructure
Good technical Knowledge on Cloud infrastructure components viz. Compute, network, security
Experience on Containers/VMware
Experience in infrastructure setup, services operation and governance in Public cloud environments(AWS)
Demonstrated experience with Saas solutions and services, particularly managing enterprise applications on AWS cloud, focusing on availability and performance
In-depth knowledge of AWS services like storage, Databases, IAM, ECS, EKS etc.
Manage and Administer cloud platforms of AWS hosting enterprise applications and databases in accordance with Company Security Guidelines
Good working experience on Cloud Projects both - Private and Public Clouds
Knowledge of cloud SLA’s and SLA based delivery Mechanisms

Job Responsibility

Developing, configuring and deploying monitoring tools and scripts for applications and systems
Troubleshooting and resolving incidents while collaborating with the development and IT teams to minimise downtime and maintain service quality
Monitoring and analysing cloud resource usage to identify cost-saving opportunities
Creating and maintaining technical documents for cloud infrastructure and related processes
Developing and implementing automation scripts to reduce repetitive tasks and eliminate human error
Collaborating with product development, information technology (IT) and architecture teams to evaluate and implement new services based on requirements
Developing automation solutions to streamline processes, such as creating scripts to run specific tasks on computer systems
Monitors and tracks system performance against negotiated service-level agreements (SLAs)
Individual & proactive Way of Working
Collaborating with internal and external stakeholders, adaptation and learning of the business processes speak of the customer especially around functional design applications

What we offer

Commitment to fighting against all forms of discrimination
Inclusive and respectful work environment
Positions open to people with disabilities

Fulltime

IT Service Management Reporting Analyst

Citi’s IT Service Management (ITSM) and Production Operations organization suppo...

Location

India , Mumbai

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Minimum of 5 years of experience creating ITSM reports and dashboards using the ServiceNow platform, Grafana, and Tableau
Deep working knowledge of ITIL v4 – Foundation required
Managing Professional preferred
Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design
Conversant across infrastructure, applications, and cloud technologies
Outstanding written, verbal, and non-verbal communication
proven influencer who adapts rapidly to different audiences
Lean Six Sigma/Black Belt advantageous

Job Responsibility

End-to-end accountability, working in conjunction with key stakeholders, for developing and creating strategic ITSM reporting, including ServiceNow on-platform reports and dashboards using Performance / Platform Analytics and dashboards
Working with customers and stakeholders to identify, inventory, assess, rationalize, and prioritize reporting needs and requests
Design, develop, and implement timely and accurate data/reports using on-platform ServiceNow reports/dashboards, Grafana, and Tableau
Develop and implement centrally published reports and dashboards for key ITSM key indicators and metrics that meet the enterprise needs for all business sectors
Gather critical KPIs and build core operational dashboards to help teams drive operational rigor and manage performance
Partner with customers and stakeholders to ensure standardized utilization of the reporting capabilities within the ServiceNow Platform
Develop guidelines, processes, and best-practices to ensure consistent usage of data elements and elimination of redundant reporting within the platform
Create and review reports for platform performance optimization
Create 'best practices' documentation for end-users on how to minimize negative platform performance when creating reports and dashboards
Develop reports and dashboards based on requirements gathered, partnering with stakeholders to deliver as well as train on report development to enable self-sufficiency

Fulltime

Service Desk Manager

Service Desk Manager to lead daily service desk operations, delivering efficient...

Location

United States , Nashville

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

College degree strongly preferred
Certifications in IT service management (e.g., ITIL, HDI, CompTIA) are strongly preferred
Extensive experience managing service desk operations in a professional services or enterprise environment
Strong understanding of ITSM frameworks, incident management, and service delivery best practices
Experience with service desk platforms and remote support tools
Proven ability to lead support teams, manage escalations, and deliver high-quality service in a fast-paced environment
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills

Job Responsibility

Oversee the daily operations of the service desk
Establish and manage problem management
Develop and maintain service desk procedures, knowledge bases, and escalation protocols
Monitor service performance metrics
Collaborate with Technology leadership
Lead and mentor a team of service desk analysts and support specialists
Establish clear team roles, responsibilities, and performance standards
Partner with Functional Teams
Manage service desk tools and platforms
Support user onboarding and offboarding

What we offer

medical
vision
dental
life and disability insurance
401(k) plan

Business Analyst

We are looking for an experienced and highly professional Business Analyst to jo...

Location

Ireland , Dublin 2

Salary:

Not provided

Solas IT Recruitment

Expiration Date

Until further notice

Requirements

5+ years’ experience as a Business Analyst, ideally within professional services or legal environments
Deep knowledge of ITIL principles (certification preferred) and experience with ITSM tools and operational transformation
Strong analytical skills, with the ability to break down complex problems and drive practical solutions
Excellent communication and stakeholder management—both verbal and written
A calm, confident, and polished presence, suited to working in a high-performance, client-facing organisation

Job Responsibility

Lead process discovery workshops to map existing workflows (“as-is”) and identify improvement opportunities
Design future-state (“to-be”) processes and support the implementation of ITSM, Asset Management, and other core systems
Translate business requirements into clear technical specifications, including process flows and integration points
Act as the link between technical teams and the wider business—ensuring smooth communication and stakeholder alignment
Support project delivery, documentation, and change management across IT Operations and related business areas

Customer Support Technical Analyst

The Customer Service team provides support to our customers with a range of quer...

Location

United Kingdom , Theale (Reading)

Salary:

Not provided

Bottomline

Expiration Date

Until further notice

Requirements

2+ years working within a customer services environment or within Customer success in a SaaS environment
Experience of working within an omni-channel environment
Experience of case management within a CRM environment
Experience of multi-tasking whilst maintaining quality customer interactions
Able to work to within tight service level agreements
Able to operate in a team environment
Able to remain calm and professional under pressure
A logical and methodical approach to problem diagnosis and resolution
Resilient and self-motivated
A passion for technology with some experience of: Windows Server and Windows desktop operating systems

Job Responsibility

Assisting customers with a wide range of technical queries and providing efficient and accurate resolution
Managing queries in line within a structured case management discipline and achieving required Service Level Agreements
Working with other teams within the business to obtain resolution where you are not able to resolve the case independently
Building a knowledge base and continuous improvement of the content to support our internal teams and the customer
Providing our customers with the highest level of service to Delight them at each interaction
Responding to and resolving customer queries via phone, email, chat and the Bottomline customer care portal within set service level agreements
Updating and managing an accurate audit of each customer query within our Customer Record Management software
Managing multiple cases via a variety of communication channels at one time
Working within strict Service level Agreements
Communicating technical information in a customer friendly way

Fulltime

Director, Service Desk

The IT Service Desk Director provides strategic leadership and operational overs...

Location

United States , New York City

Salary:

175000.00 - 200000.00 USD / Year

Braze

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field
Master’s degree preferred
10+ years of IT service delivery experience
at least 5 years in a senior leadership role managing enterprise Service Desk or IT support operations
Proven experience managing geographically distributed teams and 24x7 support environments
Expertise in ITIL framework (v4 certification strongly preferred)
Strategic thinking with operational execution capability
Strong leadership and people-development skills
Analytical and data-driven decision-making
Resilient under pressure with strong problem-solving and conflict-resolution abilities

Job Responsibility

Define the long-term vision and roadmap for the IT Service Desk in alignment with enterprise IT strategy and business goals
Develop and implement policies, standards, and best practices for incident, request, change, and knowledge management
Partner with IT leadership to shape the organization’s service delivery model (in-house, outsourced, or hybrid)
Oversee daily operations of the global IT Service Desk, ensuring SLAs, KPIs, and compliance targets are consistently met
Lead incident and problem escalation management, ensuring prompt communication and resolution of critical issues
Establish and manage the Service Desk budget, including staffing, tools, and vendor contracts
Monitor and improve first-call resolution rates, average resolution times, and user satisfaction scores
Build, lead, and mentor a high-performing team of managers, team leads, and service desk analysts
Drive a culture of accountability, collaboration, and continuous improvement
Define clear career paths and training programs for technical and leadership growth

What we offer

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze

Fulltime

Service Assurance Team Leader

As Service Assurance Team Leader you will be responsible for leading a team of S...

Location

United Kingdom , Irlam

Salary:

Not provided

Freedom Fibre

Expiration Date

Until further notice

Requirements

Relevant experience
Experienced at working within a service desk environment
Excellent understanding of network provisioning
Incident/Change Management
Problem Solving
Good working knowledge of Microsoft Office packages including Word, Excel and PowerPoint
Experience and knowledge of FTTP installations
Knowledge of PIA – duct and / or pole installations which will help with successful activations
Knowledge of the OR Network
Experience supervising a team of Service Desk Analysts

Job Responsibility

Providing Service Desk Analysts with day to day support across all Service Operations queries and operational tasks, ensuring process adherence
Ensure all tasks are allocated to an owner and worked / completed within agreed OLAs or SLAs
Support the Service Desk with all daily activities acting as supportive resource to manage workflow peaks to safeguard operational KPI’s and SLA’s
Collaborate with Service Ops Jeopardy Lead to drive technical support between Service Operations, field engineer resource and Network / NOC specialists
Own and maintain Service Ops training matrix for new and existing team members to maximise capability within the team ensuring process adherence
Act as the voice of the customer to drive customer centric interactions which drive CSAT and service levels
Conduct quality assurance checks to ensure service quality and identify coaching needs in line with the Service Ops Training and Skill Matrix
Monitor all contact channels to ensure daily delivery of call SLAs and PCA levels
Track and monitor performance across ‘on the day’ issues that would otherwise prevent successful completion of tasks while working in close collaboration with Service Operations Jeopardy Lead
Support and coach Service Desk Analysts to efficiently and accurately manage service incidents / escalations and service assurance tasks to a successful outcome in a professional and timely manner

What we offer

25 days paid vacation
Flexible working hours
Hybrid working
Regular social & team events

Fulltime

ITIL Service Operations Analyst

Rackspace

Location:
United Kingdom , Cardiff

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 06, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for ITIL Service Operations Analyst