IT Incident Analyst - Data-Driven, ServiceNow & ITIL

Wales & West Utilities Limited; Newport; On-site; GBP 42,000 - 49,000; Full time

Job summary

A leading gas distribution company in the UK seeks an IT Incident Analyst to optimize incident management and support decision-making. The role includes tracking incidents in ServiceNow, analyzing ticket flows, and compiling performance reports. Candidates should have experience with incident management, strong analytical abilities, and communicate effectively. The position offers a salary up to £48,976 with various employee benefits, including flexible working, annual leave, and pension plans.

Benefits

Flexible working opportunities

25 days annual leave plus bank holidays

Retirement Savings Plan with employer contribution

Health cash plans

Colleague recognition awards

Discretionary annual bonus

Qualifications

• Proven experience in a previous IT Incident Analyst role.
• Practical experience with ITIL framework, specifically in incident management processes.
• Strong written and verbal communication skills to update stakeholders.

Responsibilities

• Track incident progress in our ITSM tool (ServiceNow) and provide insights.
• Review aged tickets and conduct analysis to improve service delivery.
• Compile regular reports focusing on incident management performance.

Skills

Analytical skills

Communication skills

Incident management processes

Process improvement

Tools

ServiceNow

Job description

A leading gas distribution company in the UK seeks an IT Incident Analyst to optimize incident management and support decision-making. The role includes tracking incidents in ServiceNow, analyzing ticket flows, and compiling performance reports. Candidates should have experience with incident management, strong analytical abilities, and communicate effectively. The position offers a salary up to £48,976 with various employee benefits, including flexible working, annual leave, and pension plans.