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Rackspace Logo Rackspace · IT - Administration

ITIL Service Operations Analyst

United Kingdom, Cardiff · Job Posted January 06, 2026
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Job Description

We are seeking a highly organised and service‑focused ITIL Service Operations Analyst to support the delivery, stability, and continual improvement of our IT services. In this role, you will work within the Service Operations function to ensure incidents, requests, problems, and changes are managed effectively and in line with ITIL best practices. You will play a key role in maintaining service quality, supporting operational processes, and ensuring that customers and internal teams receive timely, accurate, and professional support. This role is ideal for someone who thrives in structured environments, enjoys problem‑solving, and is passionate about delivering excellent service outcomes. The ITIL Service Operations Analyst is responsible for ensuring the effective day‑to‑day delivery of IT services by managing incidents, service requests, problems, and changes in line with ITIL best practices. They monitor service performance, triage and prioritise tickets, coordinate with technical teams to drive timely resolution, and maintain clear communication with customers and stakeholders. The role involves assisting with the planning, assessment, and coordination of changes and releases.

Job Responsibility

  • Support the delivery, stability, and continual improvement of IT services
  • Work within the Service Operations function to ensure incidents, requests, problems, and changes are managed effectively and in line with ITIL best practices
  • Maintain service quality
  • Support operational processes
  • Ensure customers and internal teams receive timely, accurate, and professional support
  • Manage incidents, service requests, problems, and changes in line with ITIL best practices
  • Monitor service performance
  • Triage and prioritise tickets
  • Coordinate with technical teams to drive timely resolution
  • Maintain clear communication with customers and stakeholders
  • Assist with the planning, assessment, and coordination of changes and releases

Requirements

  • ITIL Foundation / Practitioner, intermediate or similar qualification
  • Change Management Experience
  • ServiceNow knowledge
  • Major Incident Management experience
  • Eligibility to pass BS7858 security check
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