IT Service Transaction Analyst

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Join Our Team as a Technical Programme Manager - People Services!

Are you ready to embark on an exciting journey in the world of IT Service Management? Our client, a leading organization in the Financial Services and Insurance sector, is seeking a motivated and detail-oriented IT Service Transition Analyst to join their dynamic team for a 6-month temporary contract. This is your chance to grow your skills and make a real impact in a highly regulated environment!

Role: IT Service Transaction Analyst

Duration: 6 Months

Location: Edinburgh or Glasgow (4 Days in Office a month) Client will only accept applications from North of England or Scotland.

Rate: .00 pd (Umbrella)

Role Purpose:

As an IT Service Transition Analyst, you will play a crucial role in supporting the successful introduction of new or changed IT services into the production environment. Collaborating with experienced IT Service Transition Managers, you will help coordinate transition activities, manage risks, produce operational readiness artifacts, and ensure a smooth handover to business-as-usual (BAU) support teams.

Key Responsibilities:

Service Transition Support:

Assist with the planning and coordination of transition activities for new or changed services.
Contribute to creating and maintaining essential documentation such as Transition Plans, Operational Readiness Checklists, Support Models, and Post Implementation Reviews.
Meeting Support & Governance:

• Attend project and service readiness meetings, capturing minutes, actions, risks, and decisions.
• Maintain action logs and ensure timely updates and closures.
  Support governance forums with reporting and document distribution.

Reporting & Data Management:

• Produce regular and ad hoc reports from ServiceNow, including dashboards and progress reports.
• Ensure data quality in ServiceNow through updates and coordination with technical teams.

Process and Continuous Improvement:

• Support adherence to IT Service Management processes, identifying improvement opportunities.
• Assist with creating and maintaining process guides and templates.

Stakeholder Engagement:

• Build effective relationships with Project Managers, Technical Leads, Service Owners, and Support Teams.
• Act as a central point for information and updates during transitions.

Skills & Experience Required:

Essential:

• Strong organizational skills with the ability to manage multiple tasks.
• Good written and verbal communication skills, especially in minute-taking.
• Experience with ServiceNow or similar ITSM platforms.
• A keen interest in IT Service Management and a willingness to learn.
• Attention to detail and a methodical approach to documentation.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).

Desirable:

• Awareness of ITIL principles (ITIL Foundation certification is a plus).
• Experience in an IT operational or support environment.
• Exposure to Change or Release Management processes.
• Previous experience in a regulated industry (e.g., Financial Services, Insurance).

Key Attributes:

• Proactive, self-motivated, and eager to develop professionally.
• Collaborative team player with strong stakeholder engagement skills.
• Calm under pressure with a problem-solving mindset.
• Adaptable and able to thrive in a fast-paced environment.

What We Offer:

• A supportive environment that fosters growth and development in Service Management.
• Opportunities to work on a diverse range of projects and IT service introductions.
• Training and support towards ITIL certifications and broader ITSM knowledge.
• Exposure to a highly regulated and security-conscious financial services environment.

If you're excited about taking your first step into the world of IT Service Management and are ready to make a difference, we want to hear from you! Apply now and take the leap toward a rewarding career as an IT Service Transition Analyst with our client!

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly. Pontoon is an employment consultancy and operates as an equal opportunities' employer.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.