Job Description

The Operational Analyst plays a critical role in supporting IT Service Management (ITSM) operations and service delivery governance. This role is responsible for monitoring operational performance, analysing data, and driving continuous improvement to ensure that service delivery meets contractual commitments, governance requirements, and organizational objectives.

Key Responsibilities

1. ITSM Operations Monitoring & Reporting
• Monitor key ITSM processes (Incident, Change, Problem, Request) against SLAs/OLAs.
• Build, maintain, and distribute Service Delivery Assurance reports and dashboards.
• Analyse SLA breaches, trends, and recurring issues to support proactive problem resolution.
• Quality gate assurance analyst for EBG Client Service Delivery
• Commercial and non-commercial analysis, where required, is undertaken within the Service Delivery team across the four pillars: Project Management, Service Management, ICT Operations, and Professional Services.

2. Service Delivery Performance Analysis
• Provide operational insights to Service Delivery Managers and stakeholders.
• Identify service delivery risks and propose mitigation or corrective actions.
• Support monthly, quarterly, and ad-hoc service analysis

3. Governance & Compliance

• Ensure adherence to ITIL-based ITSM processes and governance frameworks.
• Support internal and external audits by providing accurate, timely operational data.
• Maintain documentation of workflows, SOPs, and governance controls.

4. Continuous Service Improvement (CSI)
• Collaborate with service owners to implement process improvements or automation.
• Track improvement initiatives, measure benefits, and report outcomes to management.
• Contribute to lessons-learned sessions, knowledge articles, and process reviews.

5. Stakeholder Engagement
• Prepare executive-level performance summaries for management and customers.
• Act as a liaison between operations, service delivery managers, and business teams.
• Escalate operational risks and provide data-driven recommendations for resolution.

6. Tool & Data Management
• Utilize ITSM tools (e.g., ServiceNow) for data extraction, reporting, and analytics.
• Maintain data integrity, including assignment group mapping and categorization accuracy.
• Provide input on tool enhancements to improve operational visibility and reporting.

Qualifications

Education:

• Bachelor’s degree in information technology, Business Administration, or equivalent work experience.

Technical & Professional Skills:

• Minimum 2-3 years of relevant work experience
• Strong understanding of ITIL framework and core ITSM processes (Incident, Problem, Change, Request).
• Experience with service delivery assurance, project management and SLA/OLA management.
• Proficiency in ITSM tools (e.g., ServiceNow) and reporting tools (Excel, Power BI, PowerPoints).
• Preference for Certified ITIL Foundation or higher, COBIT, Agile Service Management, Prince etc.
• Data analysis, visualization, and root cause analysis skills.