Service Analyst

Lumenalta is looking for a detail-oriented IT Service Analyst to join our team. In this role, you’ll be responsible for ensuring smooth IT service operations, managing incidents, supporting releases, and continuously improving service delivery. You’ll work closely with cross-functional teams, external vendors, and stakeholders to maintain and enhance our IT service management processes.

This is a fully remote position, but candidates must be available to work UK business hours.

What You Will Work On

• Log, categorize, prioritize, and resolve incidents within SLA.
• Escalate high-impact or recurring issues to appropriate support teams.
• Provide timely updates and communications to users throughout the incident lifecycle.
• Maintain the incident live status page for visibility.
• Schedule and track Root Cause Analyses (RCAs), ensuring resolutions within SLA.
• Support release planning and deployment activities, ensuring release-related tickets and tasks are tracked.
• Act as liaison between technical teams and end-users for release communication.
• Log and track software defects identified during testing or reported by users.
• Collaborate with QA, development, or vendor teams to follow up on resolution timelines.
• Ensure clear documentation and communication of defect status.
• Monitor and manage tickets escalated to external vendors or third-party providers.
• Track SLAs, follow up on pending issues, and maintain interaction records.
• Ensure vendor-provided RCAs are published and distributed where applicable.
• Process user account creations, changes, and deletions in line with JML procedures.
• Coordinate with stakeholders for accurate access provisioning and deprovisioning.
• Maintain audit trails for all JML actions to ensure compliance and security.
• Maintain clear and accurate ticket notes and documentation.
• Provide regular updates to users and stakeholders on request progress.
• Contribute to the knowledge base and problem management by documenting known issues, solutions, and standard procedures.
• Identify opportunities to improve service desk processes or tooling.
• Provide feedback on recurring issues or user pain points to relevant teams.
• Participate in service reviews, audits, and process refinement sessions.

Requirements

• Experience: 2+ years in an IT Service Analyst, IT Support, or related role.
• ITIL Knowledge (Critical): Strong understanding of IT Service Management principles, frameworks, and best practices. ITIL Foundation certification is required.
• Technical Skills: Understanding of IT infrastructure, applications, monitoring tools, and ticketing systems (ServiceNow, Jira Service Management, etc.).
• Problem-Solving: Ability to analyze, resolve, and escalate technical issues effectively.
• Communication: Strong verbal and written communication skills in English.
• Availability: Must be able to work UK hours (GMT timezone) fully.

Ongoing recruitment – no set deadline.