ITSM Analyst

Operational Resilience SM Support

Shift Pattern: Standard 40-hour week (United Kingdom)

Scheduled Weekly Hours: 40

Corporate Grade: F - Officer

Reporting Line: (UK Division) Information Technology

Location: UK - London

Worker Type: Permanent

LME Group is the world centre for industrial metals trading and clearing. Most of the world’s non-ferrous metals business is conducted in the LME. The metals community uses the LME (a member of HKEX Group) as a venue to transfer or take on price risk, as a physical market of last resort, and as the provider of transparent global reference prices.

Responsibilities

ITSM Tooling Support

• Provide support for ITSM platform issues and service requests.
• Assist with system integrations and automation initiatives.
• Support continual service improvement activities.
• Work with stakeholders to gather requirements for tooling enhancements.
• Identify opportunities to improve user experience and operational efficiency.

ServiceNow

• Support the administration and configuration of the ServiceNow platform.
• Maintain workflows, catalog items, forms, groups, and user permissions.
• Assist with enhancements across Incident, Change, Problem, Request, and CMDB modules.
• Support testing and deployment activities for platform improvements.
• Create and maintain platform documentation and process guides.

PagerDuty

• Support administration of PagerDuty services, schedules, and escalation policies.
• Assist with onboarding new support teams and services.
• Maintain integrations between PagerDuty and monitoring tools.
• Support alerting improvements and operational reporting.

Reporting & Data Analysis

• Build and maintain operational dashboards and reports.
• Produce regular management information and KPI reporting.
• Support reporting through ServiceNow and Power BI.
• Perform data analysis to identify service trends and improvement opportunities.
• Ensure data quality across ITSM platforms.

Key Success Factors

• Delivery of accurate and reliable reporting.
• Effective support and maintenance of ITSM platforms.
• Improved data quality across ServiceNow and associated tooling.
• Timely completion of platform enhancements and support activities.
• Strong customer service and stakeholder engagement.
• Identification and implementation of continuous improvement opportunities.
• Successful support of audit and compliance requirements.

Academic and Professional Qualifications Required

• Degree in Information Technology, Computer Science, Data Analytics, or related discipline, or equivalent practical experience.
• ITIL Foundation certification desirable.
• ServiceNow, Power BI, or CyberArk certifications desirable but not essential.
• Commitment to continued professional development.

Required Knowledge and Level of Experience

• Basic understanding of automation, APIs, and system integrations.
• Experience producing reports and dashboards.

Desirable

• 1-2 years’ experience in an IT support, systems administration, service management, or analyst role.
• Understanding of ITIL Service Management principles.
• Experience using or supporting enterprise applications.
• Exposure to ServiceNow, PagerDuty, CyberArk, or similar platforms desirable.
• Experience working within a regulated environment beneficial but not essential.

Technical Skills

• ServiceNow administration and configuration.
• Reporting and dashboard development (Power BI, Excel, ServiceNow Reporting).
• Basic SQL and data analysis skills.
• Understanding of access management concepts.
• Knowledge of PagerDuty or similar event management platforms.
• Knowledge of CyberArk or Privileged Access Management concepts.
• Understanding of workflow automation and process improvement.

Professional Skills

• Strong analytical and problem-solving abilities.
• Excellent organisational skills and attention to detail.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and priorities.
• Collaborative and team-oriented approach.
• Customer-focused mindset.
• Willingness to learn new technologies and platforms.
• Ability to work effectively in a fast-paced technology environment.