IT Service Management Analyst

Role description summary

The IT Service Management Analyst plays a critical role in ensuring the reliability, efficiency, and financial sustainability of SES’s IT services and cloud environments. This role combines IT Service Management (ITSM) analytics with cost optimization practices, transforming operational and financial data into actionable insights.

You will transform service and financial data into actionable insights, monitor the health of IT operations through KPIs, analyze software and cloud usage, and support continuous improvement across core ITSM processes. Working closely with IT, engineering, finance, and external partners, you will help ensure IT services are both operationally robust and cost-effective across the organization.

This role is ideal for a data-driven professional who enjoys improving how IT services are delivered while maintaining strong financial discipline.

Primary responsibilities / Key result areas

• IT Service Management & Performance Analytics

• Collect, analyze, and report on IT service metrics (e.g., SLA compliance, response and resolution times, service availability) to identify trends, risks, and improvement opportunities.
• Assist in the design, development, and maintenance of BI dashboards and ensure dashboards are up-to-date, accurate, and provide meaningful insights to stakeholders.
• Support incident, change, and problem management activities, including meeting preparation, action tracking, and ensuring data quality within ITSM platforms.
• Design and run service-related surveys (e.g., user satisfaction or Copilot surveys), analyze results, and provide actionable insights to improve service quality.
• Coordinate service governance routines and recurring service review meetings with internal teams and operational partners; track service performance, issues, and improvement actions.

• Financial & Cost Management (Supporting Responsibility)

• Analyze IT, software, and cloud cost data (AWS, Azure, GCP) to identify trends, anomalies, and cost optimization opportunities
• Develop and maintain dashboards and reports using Power BI to present clear financial and operational insights to technical and non-technical stakeholders.
• Define, track, and report on KPIs related to service efficiency, usage, and cost management to support informed decision-making.
• Support budgeting and forecasting

• Software & License Management

• Monitor and analyze software license usage (on-prem and SaaS), ensuring compliance with licensing agreements.
• Identify optimization opportunities to reduce software spend and mitigate compliance risks.
• Maintain accurate license entitlement and usage records and provide recommendations to stakeholders.

• Continuous Improvement & Stakeholder Collaboration

• Review existing ITSM and cost management processes to identify inefficiencies and recommend improvements or automation where appropriate.
• Work closely with IT teams to support optimization initiatives and ensure shared understanding of service performance and cost drivers.

Qualifications, Experience & Attributes

• Bachelor’s/master’s degree in information technology, Computer Science, Data Science, Business Administration or similar; ITIL Foundation certification is a strong plus.
• 2-4 years of experience in IT service management, data analytics or business intelligence, with exposure to change/incident/problem management processes.
• Exposure to FinOps
• Proficiency in Power BI, Power apps and strong Excel skills; experience with service‑management platforms (ServiceNow) and license‑management tools is advantageous.
• Solid understanding of key ITSM metrics and ability to interpret data trends to drive decisions.
• Strong analytical, organisational and problem-solving skills; able to manage multiple tasks and stakeholders simultaneously.

COMPETENCIES

• Skilled in data analysis, identifying patterns, and delivering clear insights.
• Demonstrated commitment to service quality and continuous improvement.
• Comfortable working cross‑functionally and presenting complex information neatly.
• Familiarity with ITIL practices and able to follow and contribute to process documentation.

Other key requirements / comments

• Proactive and self‑driven, able to identify and pursue opportunities for operational improvement.
• Willingness to adapt to evolving priorities and dealing with diverse topics.