ITSM Analyst

About the role 

The ITSM Analyst plays a hands‑on, proactive role in maintaining stable, resilient, and well‑governed technology services across Latitude. Operating across Incident, Problem, Change, and Enterprise Resilience, the role contributes directly to service continuity, operational learning and continuous improvement.

The ITSM Analyst is a self‑motivated and collaborative problem‑solver with a strong understanding of technology and a passion for improving how we operate.

The role requires someone who can confidently engage stakeholders, bring structure and clarity to complex or time‑critical situations, and innovate to simplify processes and add value, while working closely with others to keep critical services running effectively. 

In this role, you’ll: 

Enterprise Resilience

• Coordinate and execute Disaster Recovery tests across enterprise services, predominantly during after‑hours windows.
• Develop, maintain and improve DR test run books, simplifying complex technical processes into clear, repeatable steps.
• Establish DR test plans, execution schedules, RACIs, evidence requirements and post‑test reporting.
• Provide clear status updates to stakeholders during testing activities and document outcomes, issues, and remediation actions.
• Review Supplier Risk Assessments (SRAs) and engage with suppliers to assess Disaster Recovery capability.
• Communicate SRA outcomes and DR capability assessments to relevant platform owners.

Incident Management

• Coordinate and support Incident and Major Incident response activities across a broad technology landscape, including participation in after‑hours incidents when required.
• Bring structure, order, and pace to incident bridges, coordinating technical support specialists to restore services as quickly and effectively as possible.
• Support clear, concise, and timely stakeholder communication, including escalation to senior technology leadership where appropriate.
• Contribute to post‑incident reviews, trend analysis, and continuous service improvement initiatives aimed at reducing recurrence.
• Maintain accurate and complete incident records, timelines, and outcome artefacts to support governance, reporting, and learning.
  

Problem Management

• Proactively identify recurring incidents, systemic issues and operational risks.
• Drive and coordinate root‑cause analysis activities, taking the coordination burden off platform owners.
• Influence and challenge teams to ensure accountability and delivery of corrective and preventative actions.
• Maintain high‑quality problem records, documentation, and reporting focused on tangible outcomes — not just ticket progression.
• Track and escalate aged or stalled problems to ensure momentum and closure.
  

Change Management

• Scrutinise change requests across all technology domains with a focus on system stability and risk reduction.
• Assess technical impacts, interdependencies, back‑out plans and business risk associated with change.
• Challenge changes that do not meet governance, testing or documentation standards.
• Support and host Change Advisory Board (CAB) activities.
• Contribute to improving change quality, reducing change‑related incidents, and maintaining service availability.
  

What you’ll bring: 

• Experience working within an ITIL‑aligned IT Service Management environment.
• Broad understanding of technology concepts across infrastructure, applications, networks, and cloud platforms.
• Strong analytical and problem‑solving capability, particularly under pressure.
• Confidence coordinating groups of technical specialists and influencing outcomes without direct authority.
• Excellent written and verbal communication skills, adaptable to both technical and non‑technical audiences.
• Experience working with third‑party and outsourced service providers.
• Strong documentation skills, including run books, post‑incident reviews, problem records, and change assessments.
• A self‑starter mindset with strong motivation to identify improvement opportunities, innovate, and continuously uplift ITSM processes.
• You are familiar with AI tools - comfortable using tools to accelerate insights, automate routine work, prepare reporting, and tailor content quickly and effectively
• ITIL Foundation certification (Intermediate/Practitioner desirable)
• Financial services experience (advantageous but not essential).
• You are familiar with AI tools - comfortable using tools to accelerate insights, automate routine work, prepare reporting, and tailor content quickly and effectively.

Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you!

Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We make it possible – for our customers, our partners, and our people.

We believe doing great work starts with feeling supported. Our values, take ownership, pursue excellence, win together, and create tomorrow, aren't just words. They show up in how we work, how we lead, and how we look after our team.

We make it possible…

• to spend more time with your loved ones – with an extra week of paid leave each year through our Take 5 initiative.
• to balance work and life – with a hybrid working model, giving you the flexibility to work from home while connecting in the office.
• to put your wellbeing first – with Sonder, a 24/7 support app for mental and physical wellness.
• to access great financial benefits – with discounts on Latitude products and services.

When our people thrive, everything else follows.

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.