IT Service Management Analyst

About us Fusion, the process that powers the sun and stars, is one of the most promising options for generating the cleaner, carbon-free energy that our world badly needs. UKAEA leads the way in realizing fusion energy, partnering with industry and research organisations to achieve ground-breaking advancements. Our goal is to bring fusion electricity to the grid by developing the power stations of tomorrow and the skilled workforce to deliver them. About the job The IT Service Management Analyst is part of the IT Service Management (ITSM) Group within the Enterprise Infrastructure Solutions (EIS) Unit. The ITSM Group is responsible for the end-to-end delivery, development, optimisation, and continual improvement of IT services across UKAEA, using industry best practices such as ITIL® alongside modern IT service management tools to deliver consistent, efficient, and agile services. In this role, you will report to the IT Service Management Specialist and support the development, design, configuration, operation, and continuous improvement of ITSM processes, systems, and practices across UKAEA. You will play a key role in enhancing service delivery, improving performance reporting, and driving continual improvement activities, ensuring IT services deliver maximum value and effectively support UKAEA’s scientific and business objectives. You will interface with divisions across the organisation in the understanding and development of their ITSM offerings. What You'll be Doing Configure, maintain, and support ITSM tools and solutions (Ivanti), ensuring they support the effective adoption of ITSM practices across UKAEA. Assist in the design and development of ITSM processes and systems for IT and non‑IT stakeholders, including opportunities to extend ITSM capabilities into wider business areas. Work with resolver teams to identify and implement process improvements, automation, and system integrations to improve service quality and efficiency. Support the alignment of ITSM activities with wider IT and business objectives, working collaboratively with the ITSM team and key stakeholders. Configure and tailor ITSM tools to meet project and organisational requirements, working with project managers and vendors to support delivery and adherence to service level agreements. Maintain effective working relationships with ITSM tool vendors and service providers to optimise value and service outcomes. Produce and maintain performance reports, dashboards, and analytics to track service performance, identify trends, and support informed decision‑making. Act as a liaison between IT teams and business areas to capture ITSM requirements and ensure services align with operational needs. Maintain accurate and up‑to‑date documentation for ITSM processes, procedures, configurations, and the knowledge base to support self‑service and issue resolution. Contribute to the continuous improvement of the ITSM tooling and process landscape by implementing agreed enhancements. Keep up to date with developments in ITSM practices, tools, and technologies, identifying opportunities to improve service delivery and efficiency. What You'll Bring HND (or equivalent experience) in IT Operations, a STEM discipline or a related field. ITIL® v4 (or v3) Foundation certification or higher. Practical experience supporting IT Service Management processes and ITSM tooling. Experience configuring, supporting or administering enterprise IT systems, with an understanding of Identity and Access Management technologies such as Active Directory and Microsoft Entra ID. Experience producing service reporting and performance analysis using tools such as Excel, Power BI or Tableau would be advantageous. Knowledge of IT service delivery, project lifecycles and ITSM controls would be beneficial. Please be aware that this role is subject to achieving a UK Security Vetting (UKSV) (must have resided in the UK for the last 5 years) including The Disclosure & Barring Service (DBS) checks for criminal convictions and possibly a search of open-source data. UKAEA is an onsite organisation, and this role requires regular onsite presence (usually between 3-5 days in any given week) in line with business needs. We actively support flexible working arrangements where this is compatible with the role. This role is advertised at Culham, but we are open to considering candidates based at other UKAEA locations. Benefits We have a generous range of benefits (see the full list here ) and highlights include: A salary of £43,702 inclusive of a £3300 specialist allowance Up to 7% corporate performance bonus Final salary defined benefits pension scheme with an equivalent of 21.5% employer pension contribution 25 days annual leave, 2.5 privilege days and 8 Bank Holidays 3 days of site closure over Christmas break Flexible working options plus family-friendly leave provisions Our commitment to ED&I UKAEA's mission is clean energy for all, and we welcome talented people from all backgrounds to help us achieve this goal. We are committed to equality, diversity, inclusion and accessibility, and strive to ensure fair representation across our workforce. Please email [email protected] if you have any questions or require adjustments to help you participate fairly in our recruitment process, for example changes to the way we interview or share information. As a Disability Confident Employer, we are committed to providing an inclusive and accessible recruitment experience for all candidates. We particularly encourage applications from groups currently underrepresented in STEM, including women and people from diverse ethnic backgrounds. All appointments are made on merit and further information can be found here .