IT Service Management Co-ordinator (ITSM)

Overview

Coordinate incident response, reporting, and change management for IT services.

Key Responsibilities

• incident reporting
• change review
• knowledge base
• cmdb management
• data analysis
• major incident

Tasks

-Maintain accurate timelines, root cause records, and post-incident reviews. -Identify and close gaps in existing ITSM processes. -Capture lessons learned to improve future response. -Review change requests for completeness, impact, and risk. -Collaborate on creating and maintaining a self-service knowledge base. -Produce clear, insightful incident and performance reports (trends, KPIs, SLAs). -Maintain and secure data sources, ensuring reporting accuracy. -Support maintenance and integrity of the CMDB, ensuring accurate configuration relationships. -Use analysis to drive service improvements and process enhancements. -Assist with Change Advisory Board (CAB) coordination. -Track change outcomes and provide trend analysis. -Coordinate the response to major incidents, engaging the right support teams. -Use chatbot analytics to improve content and close knowledge gaps.

Requirements

• itil
• servicenow
• bachelor's
• complex it
• kpi reporting
• communication

What You Bring

Knowledge Management We are looking for a proactive, detail-driven IT Service Management (ITSM) Coordinator to take centre stage in keeping our IT services running like clockwork. In this role, you'll be right at the heart of major incident response, data-driven service improvements, and change management—making a tangible difference to how our teams deliver world-class projects across the globe. -Resilient, adaptable, and comfortable with ambiguity. -Excellent written and verbal communication skills, including stakeholder engagement. -Bachelor's degree in IT, Computer Science, Business, or related field (or equivalent experience). -Experience in complex IT environments. -ITIL v3/v4 Foundation Certification (mandatory). -Strong understanding of ITSM principles and ITIL framework (ITIL v3/v4 Foundation required). -Clear communicator with the ability to simplify technical information for diverse audiences. -Experience with ServiceNow or similar ITSM tools. -Detail-focused with strong organisational skills -Skilled in KPI/SLA reporting, data validation, and trend analysis. -Proven ability to analyse complex data, identify trends, and recommend improvements.

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Benefits

As part of the Disability Confident scheme, we would like to enable access to candidates with long term health conditions and disabilities through the ‘Offer an interview scheme'. This supports applicants that meet the essential criteria by offering an interview for the advertised position. Please let us know prior to interview what adjustments are required as well as discussing how we can support you in the workplace.

About Laing O'Rourke

-Delivering complex, large-scale projects across a variety of sectors. -Combining traditional construction with modern, innovative engineering methods. -Serving clients worldwide in sectors such as infrastructure, buildings, transport, and utilities. -Recognized for high-profile projects like Crossrail in London and the London 2012 Olympics. -Utilizing digital construction technology for enhanced efficiencies and quality. -Exerting expertise across residential, commercial, and industrial sectors. -Bridging the gap between engineering and design in notable projects. -Shaping the future of global infrastructure through a diverse portfolio.

Sector Specialisms