IT Service Management Analyst

We are looking for an IT Service Management Analyst someone to join a newly formed team responsible for IT Service Management processes, IT asset management and procurement, Atlassian administration (Jira and Confluence), and reporting. These functions are essential to running IT properly, and until now some have only been handled as a side task by existing staff — which isn't sustainable as we grow.

You will support our IT principles "Cost-Effective & Cost-Cautious," "High Tech, Low Touch," "No Single Points of Failure," and "User-Centric and Org-Enabler."

This role can be filled at either Mid-Level or Associate Level, depending on the candidate's experience — see the requirements for each below.

We are actively integrating AI and automation into all areas of the business and expect candidates with mindset focused on improving efficiency and deliver a better user experience.

Key responsibilities

Management of ITSM processes

• Ensure policies and processes are kept relevant and up-to-date
• Organise review meetings for each implemented ITSM process
• Organise Problem Management meetings
• Train colleagues on the ITSM processes

IT Asset Management and Procurement

• Move/add/change employee-assigned equipment, maintenance of CMDB
• Purchasing (equipment, licences, etc.)
• Licence management - purchase when required, review of existing and used licences, removal of unused licences

Atlassian Administration

• Administration of Atlassian products (Jira, Confluence)
• Mainly, configuration of Jira projects and automations

Reporting

• Collect and maintain agreed SLAs, both internal and with clients
• Review and improve KPIs
• Produce internal and external reports

Requirements

Mid-level:

Required:

• 2+ years’ experience supporting ITIL processes.
• 1+ years’ Jira administration – including the creation and customisation of fields, forms and dashboards.
• Any experience with Jira Service Management highly beneficial.
• Experience with Automation in Jira highly beneficial.
• 2+ years’ experience writing and presenting professional reports.
• 2+ years’ experience managing meetings – creating recurring invitations, setting agendas, chairing calls, writing and distributing minutes.
• Able to work towards objectives autonomously.
• Attention to detail.
• Excellent written and verbal communication skills, including a very good command of the English language.
• Able to work under pressure and with tight deadlines.

Beneficial:

• Asset Management experience.
• Exposure to Atlassian “Assets” (CMDB) and how it integrates with Jira greatly beneficial.
• Any experience with purchasing and procurement and in particular with managing IT licences.
• ITIL v3 or v4 Foundation certification.
• Advanced ITIL certifications.
• Experience with Azure and/or AWS cost management, understanding what drives costs and how to contain them.

Associate:

Required:

• Required:
• 2+ years’ experience writing and presenting professional reports.
• 2+ years’ experience managing meetings – creating recurring invitations, setting agendas, chairing calls, writing and distributing minutes.
• Able to work towards objectives autonomously.
• Attention to detail.
• Excellent written and verbal communication skills, including a very good command of the English language.
• Able to work under pressure and with tight deadlines.

Beneficial:

• Experience supporting ITIL processes.
• Asset Management experience.
• Exposure to Atlassian “Assets” (CMDB) and how it integrates with Jira greatly beneficial.
• Jira administration – including the creation and customisation of fields, forms and dashboards.
• Any experience with Jira Service Management highly beneficial.
• Experience with Automation in Jira highly beneficial.
• Any experience with purchasing and procurement and in particular with managing IT licences.
• ITIL v3 or v4 Foundation certification.
• Advanced ITIL certifications.
• Experience with Azure and/or AWS cost management, understanding what drives costs and how to contain them.

Benefits

Creativity every day: Make inspiring products for musicians, artists and creators – no day is the same.

Impactful work Influence the future of the music industry and change the lives of millions worldwide.

Work set up: We’ll make sure you’re set up for success with the right work equipment, whether that’s company-provided hardware or an equipment allowance.

Growth and development: Receive specialized training, language lessons, conferences and learning materials.

Team well-being: Support for your mental health and wellbeing, including confidential help during life’s tougher moments.