Operational Analyst (MY BASED, 2 years contract)

The Operational Analyst supports IT Service Management (ITSM) operations by monitoring performance, analyzing data against SLAs, and driving continuous improvement to meet service delivery objectives. Key duties include generating assurance reports, ensuring compliance with ITIL frameworks, and collaborating with stakeholders on risk mitigation and process enhancements. Candidates must possess a Bachelor’s degree in IT or Business Administration, or equivalent experience, along with a strong understanding of the ITIL framework and core ITSM processes. Proficiency in ITSM tools like ServiceNow and strong data analysis skills using tools such as Excel and Power BI are essential for this role.