IT Service Analyst

Key Responsibilities:

• Execute IT Disaster Recovery events across the organisation, working in-person with stakeholders to ensure successful delivery, accurate documentation, and timely closure of all actions.
• Own and manage our Service Impacting Release (SIR) window, ensuring the process is followed rigorously and all efforts are made to minimise risk, maintaining our strong track record of successful releases.
• Execute the planning, coordination, and execution of IT DR events across critical business services.
• Ensure all documentation and evidence from DR events is complete, accurate, and audit ready.
• Collaborate with the current IT DR Analyst to learn, deliver, and enhance the IT DR programme.
• Maintain and evolve the IT DR testing schedule, including tabletop exercises and scenario-based testing.
• Identify and manage DR plan owners and coordinators for Tier 1 and Tier 2 applications and services.
• Maintain and update DR records and artefacts in relevant systems (e.g., JIRA, ServiceNow, CMDB).
• Drive continuous improvement in DR processes and documentation, ensuring alignment with regulatory and industry standards (e.g., DORA).
• Work closely with the Data & Analytics Lead to understand IT service delivery metrics and identify opportunities to improve team efficiency and processes within the department.
• Apply critical thinking to assess the impact of proposed process changes across the organisation.
• Build strong relationships with stakeholders across IT, Risk, BCP, and technical teams.
• Ensure actions from DR events are tracked, owned, and completed in a timely manner.
• Support the development of a culture of accountability, pace, and attention to detail.