ITSM Analyst

We are looking for an ITSM Analyst to join our team at Latitude. The role requires someone who can maintain stable, resilient, and well-governed technology services across the enterprise. The ITSM Analyst will work proactively to identify opportunities to uplift resilience, consistency, and repeatability of DR testing practices, and will be responsible for coordinating and executing Disaster Recovery tests, as well as supporting Incident and Major Incident response activities.

Requirements

• 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.
• ITIL Foundation certification (Intermediate/Practitioner desirable).
• Financial services experience (advantageous but not essential).
• Familiarity with AI tools, including using tools to accelerate insights, automate routine work, prepare reporting, and tailor content quickly and effectively.

Benefits

• Extra week of paid leave each year through our Take 5 initiative.
• Hybrid working model, giving you the flexibility to work from home while connecting in the office just two days a week.
• Sonder, a 24/7 support app for mental and physical wellness.
• Discounts on Latitude products and services.