Service Management Analyst

Role Description

The Capital Markets Service Analyst will play a core role in supporting the Capital Markets Service Management team in the coordination and delivery of all the technology services provided by our support organization, to one or more Capital Markets venues, LSE, Turquoise, FX.

In order to ensure stability and operational excellence, the Capital Markets Service Management team manage and operate Incident, Problem, Change, Service Transition and SLM ITIL processes across Capital Markets. They also manage major incident communications and deliver key monthly service reviews. The key role of the Capital Markets Service Analyst will be to work alongside the Capital Markets Service Management team to provide support in the governance and delivery of these services.

• Support the operational governance of the Capital Markets Change Management procedure
• Assist in the co-ordination and communication of service interruptions and the resulting Post Incident Reviews
• Collation of data and production of reporting that will form the key governance points for operational meetings
• Support to the Capital Markets Service Management team in the analysis of data in order to provide insights into service trends
• Proactively identity operational improvement opportunities and work with assigned team to deliver these
• Champion, validate and improve data quality in our service management tools, which feed our service analysis, service improvement plans and reporting
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with Capital Markets services
• Work closely with Technology and Business teams to ensure that actions deriving from Incidents, Problems and Changes are followed up in a timely manner and validate its integrity
• Proactively proposing and implementing working practices, processes, and tools in order to deliver efficiencies and improvements within the asssigned unit
• Documentation management and control to ensure a single source of truth of all our collateral

• Organised and proactive with the ability analyse and extract data from numerous sources
• Great presentation and reporting skills: Excel, Power Point
• Excellent communicator with all levels within the organisation
• Connection oriented with an inclination for building personal long-term relationships
• Constant learner, always willing to explore new ideas and build new solutions
• Previous exposure to Service Now
• Ability to work in compliance with best practices and standards: ITIL V3, ISO 9001
• Excellent self-motivation and flexibility
• Language skills: proficient English written and spoken
• The candidate must have a consistent track record in an equivalent role (service management exposure)

We are looking for intellectually curious people, passionate about the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios. If you are creative and a problem solver, this is the place to be as will be supporting you to fast-forward your career.

We maximize each employee's potential through personal development and through a wide range of learning tools both formal and informal. We believe that remunerating our people with competitive salaries and a range of attractive benefits such as:

25 days' holiday per year
1 additional day off for your Birthday
Annual wellness allowance
Share Purchase Plan
Medical Health Insurance
Medical Subscription (preventive medical services)
Dental Coverage
Life insurance
Pillar 3 Private Pension
Meal Vouchers
Flexible Benefits
Volunteering Events
Team Buildings

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.