ITSM Operations Analyst

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Posted 3 days ago United Kingdom Salary undisclosed
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Job Description

Voted by staff and customers as one of the best places to work in the UK and a Top 100 employer; our client is a global Tier 1 consultancy involved in leading cutting-edge commercial projects to public service transformation throughout the UK. We are looking for an ITSM Operations Analyst to join their successful, stable, and growing team. This can be working from home.

The Company considers employees as highly valued members of the business and offer an extensive benefits package plus fantastic progression opportunities for those wishing to move further in their career on a local, national, or global scale.

ITSM Operations Analyst

Working from home

£70-75K plus extensive benefits package

Due to the secure nature of this work all applicants will be required to gain UK Security Clearance to at least SC level. You must have been resident in the UK for at least the last 5 years and cannot have been outside the UK for more than 28 days on any one occasion within this time.

To be successful in this role:

You will be a confident ITSM Operations Analyst with hands-on experience in Remedy development or support, and a good understanding of IT infrastructure. Other requirements for this role include:

Good understanding of Remedy ITSM's underlying database structure, including data model, code customisation, and integration capabilities

Proficient in design and development of Remedy workflow and APIs (Java based)

Understanding of BMC Atrium Orchestrator

Ability to participate in usability and requirements meetings and then implement a solution or work flow in the tool for specific customer needs

Ability to provide BMC Remedy ITSM consulting recommendations code customisation's, and integrations

Ability to define and document Remedy ITSM functional and technical design specifications

Strong knowledge in ITIL processes

Strong written and oral communication skills

Knowledge of partner products integrated with the Remedy ITSM applications

Strong database skills

Must be comfortable in a working from home environment

Other desirable skills for this role include:

Experience of BMC Atrium Orchestrator

Knowledge and experience on Web Intelligence and Business Objects

Proficient in design and development of Remedy workflow and APIs

Position summary:

Our client is looking for an ITSM Operations Analyst with experience of Remedy Support to join their expanding team working on secure projects.

Job role and responsibilities:

This working from home role will combine a mixture of day-to-day support in triaging incidents and implementing fixes through to supporting projects end to end with the new developments required. Key activities for this role include:

Troubleshooting and resolving incidents

Investigating problem tickets

Performing environment maintenance, deploying releases, supporting patching etc

Updating and producing support documentation and release notes when needed

Moving Packages between environments following the release management process

Potential for needing to be part on-call out of hours support as part of a rota (not expected immediately but once the candidate is familiar with the environment)

Working with business users to understand and document their requirements

Undertaking full impact assessments for new functionality being developed

Migrating packages of work through multiple environments (From DEV to Production)

Depending upon level of experience, producing recommendations and designs for complex solutions

Working with support teams to resolve issues

Updating and producing relevant documentation and release notes when needed

Supporting new projects / initiatives requiring new set-ups of infrastructure for new instances


The company is highly regarded within the industry and is one of the largest and most successful independent technology & business services firms in the world.

Alongside a competitive salary, you will have access to an annual bonus plan and share scheme making you a member not just an employee. You will also have the option to benefit from private medical and dental insurance, flexible retirement options, childcare vouchers, and a cycle to work scheme. This ITSM Operations Analyst role can also be working from home.

Diversity is actively encouraged, and inclusivity is a top priority, with support networks for Parents, Women, LGBT+, BAME, Neurodiversity and Disability.