ITSM Analyst

About the role

The ITSM Analyst plays a hands‑on, proactive role in maintaining stable, resilient, and well‑governed technology services across Latitude. You will work across Incident, Problem, Change, and Enterprise Resilience to ensure service continuity and continuous improvement.

Key responsibilities

• Coordinate and execute Disaster Recovery tests, develop run books, and provide status updates to stakeholders.
• Support Incident and Major Incident response, lead incident bridges, and contribute to post‑incident reviews.
• Identify recurring incidents, drive root‑cause analysis, and ensure corrective actions are implemented.
• Scrutinise change requests, assess technical impacts, and host Change Advisory Board activities.

Required profile

• Experience in an ITIL‑aligned IT Service Management environment.
• Strong analytical and problem‑solving skills, especially under pressure.
• Excellent written and verbal communication for technical and non‑technical audiences.
• Self‑starter mindset with motivation to improve ITSM processes.

Required skills

• ITIL Foundation certification (Intermediate/Practitioner desirable).
• Familiarity with AI tools for automation and reporting.
• Broad understanding of infrastructure, applications, networks, and cloud platforms.

What we offer

• Flexible hybrid working environment.
• Extra week of paid leave each year through the Take 5 initiative.
• Wellbeing support via the Sonder app.
• Discounts on Latitude products and services.