Hiring Now: IT Service Analyst Near You – Apply Today!

Your Next IT Service Analyst Job Starts Here – Apply Now!

IT Service Analyst

Job Posted: a month ago

Salary: £ 35,000 - 40,000 / Annum
Job Type: Permanent
Location: Newcastle upon Tyne, Tyne and Wear

Expire in: 2 days

Job Description

ITSM SLA Analyst - 12 Month FTC - £35-£40k

🔹 Overview

An organisation is seeking an ITSM SLA Analyst to manage service performance governance, reporting, and continuous improvement across IT services.

This role acts as the single source of truth for SLA performance, ensuring contractual obligations are met, risks are proactively managed, and service quality remains high.

🔹 Key Responsibilities

Own SLA governance across IT services, ensuring consistent definition and measurement
Monitor and report on performance (daily/weekly/monthly), highlighting trends, risks, and breaches
Ensure compliance with contractual SLAs and KPIs
Identify and mitigate SLA breach risks, driving corrective actions
Maintain data quality within ITSM tools (ticket categorisation, prioritisation, SLA tracking)
Analyse performance to improve MTTR, first-time fix, and overall service quality
Produce governance reporting for service reviews and forums
Act as the central authority for service performance data
Support stakeholder meetings with clear, data-driven insights🔹 Experience Required

Experience managing SLA/KPI performance in IT service environments
Background working with contractual SLAs and service agreements
Strong reporting and data analysis capability
Experience within ITIL-based environments (Incident, Problem, Change, Service Level Mgmt)
Exposure to service governance, reviews, and stakeholder reporting
Experience supporting continuous service improvement initiatives
Familiarity with ITSM platforms (e.g. ServiceNow or similar)
Understanding of service transition and change impacts on SLAs🔹 Key Attributes

Strong analytical and data interpretation skills
High attention to detail and reporting accuracy
Ability to translate technical data into business-focused insights
Confident communicator with stakeholders at all levels
Highly organised, able to manage multiple reporting cycles
Proactive, risk-focused mindset
Strong understanding of SLA frameworks and service performance management✅ Summary:

Ideal for a data-driven ITSM professional focused on SLA governance, reporting accuracy, and continuous service improvement within a structured, ITIL-led environment

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

Looking for your next career move? Join a top company hiring IT Service Analyst job near me in Newcastle upon Tyne, Tyne and Wear! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!