IT Analyst

IT Analyst

Job purpose

Support the management of the IT supply chain by operating with autonomy as a central referral point between business demand and IT supply to deliver resilient and responsive services within defined service levels.

Core role accountabilities

  • Monitor and record supplier performance and compliance against defined quality standards and practices to deliver an end-to-end IT service provision.
  • Collect, process, and report agreed metrics to various stakeholder groups for awareness, action, and escalation where necessary.
  • Analyse, evaluate, prioritise, authorise and co-ordinate delivery of change requests in collaboration with business and IT stakeholders.
  • Track, report, close IT change requests.
  • Assist with the testing of software to determine suitability before integration into the existing IT estate.
  • Perform proactive problem management and manage recurring incidents with suppliers for resolution.
  • Assess, classify, and manage unplanned release change requests with service providers and business stakeholders to minimise service disruption.
  • Monitor, analyse, plan and report on service availability and capacity, identifying and escalating risks and issues for resolution in collaboration with service providers.
  • Conduct post implementation reviews to assess and report on the impact of new or changed services and make recommendations for improvement.
  • Update and maintain the IT risk register communicating additions or changes to relevant stakeholders.


Knowledge, Skill and Experience requirements



  • Minimum of 3 years’ experience in Service and Incident Management based on ITIL best practice.
  • Excellent problem solving and fault diagnosing skills and ability to articulate solutions in a business context.
  • Knowledge of supporting relevant system applications, ideally within financial services.
  • Ability to work with internal support teams and 3rd party service providers to anticipate and resolve issues to deliver a continuously improving service proposition.
  • Demonstrable systems analysis skills and attributes within a dynamic business environment.
  • Ability to work in a team with minimal supervision and prioritise own work effectively.
  • Ability to translate the language of customers into useful technical information and vice versa.
  • Strong commitment to delivering service.
  • Excellent attention to detail.


  • Professional Service Management (ITIL) qualification.
  • Accreditation(s) in any Microsoft Azure technologies.
  • Knowledge of COBIT 5 framework.
  • Good facilitation experience.
  • Experience working with multiple IT managed service providers.
  • Knowledge and understanding of the business processes, ideally within financial services.


  • Strong communication, engagement and influencing skills.
  • Ability to effectively represent UKIB through building collaborative relationships.
  • Experience of managing a diverse set of internal and external stakeholder relationships.


This role is open to full-time, part-time or job-share applicants. Job-share applicants should supply individual CVs and a joint cover letter.

Sift criteria and apply

To apply for this position please email an up to date CV along with a 500 word statement of suitability to to be considered for this role.