ITSM Analyst

Country: United Kingdom of Great Britain and Northern Ireland Creation Date: 25-Nov-2025 Employment Type: Permanent Employment Type: Full time Ref #: 1234572057 Description & Requirements Role Title: ITSM Analyst Department: GRS Technology – Liberty Insurance International (LII) Location: London Type: Permanent About the Role The ITSM Analyst is part of the LII TSM Service and Controls team, and supports and enhances IT Service management processes, ensuring effective governance, compliance, and continuous improvement of technology services across LII and LM Re. This role collaborates with Technology teams enabling service excellence, managing ITSM controls, and delivering actionable insights and recommendations through reporting and analysis. About the Department & Team Liberty Insurance International (LII) and LM Re COO and CIO functions are co accountable to deliver and run Digital and Technology Capability and Services across LSM and LMRe brands globally. LII Technology works closely with Global Risk Solutions (GRS) technology teams to deliver innovative solutions and capabilities that leverage our technical expertise, business understanding and partnerships to enable market-leading performance world-wide. The LII Technology Service Management team report into both LII and LM Re CIO as well as GRS Engineering and Technology Operations (ETO) and are accountable for Service and Engineering Excellence as well as delivering a range of services such as Digital Workplace and Cloud & Engineering for bespoke LSM and LM Re Applications and Services. Key Responsibilities Monitor and analyse ITSM process metrics to identify trends and recommend improvements Assist with the documentation and maintenance of ITSM processes and knowledge articles Share practice and coach on ITSM, increasing the internal body of knowledge. Build and maintain relationships with colleagues across LII and LM Re COO and CIO functions and run education sessions (‘Lunch & Learns’) to champion service excellence and our ITSM strategy and governance Execute Change Management Practices, such as Chairing the Regional LII CAB meetings and ensure appropriate risk and impact assessments are performed Support Major Incident and Problem Management, driving root cause analysis and continual improvement. Manage the lifecycle of Problems, co-ordinating timely identification of root cause and all related tasks across technology stakeholders Assist the Product Owner for ITSM Processes and Tooling maintain a backlog of all related initiatives aligned to LII Agile Portfolio Office Proactively identify, assess, and report on ITSM-related risks, ensuring timely escalation and remediation in line with risk management frameworks Review ITSM practices to ensure consistency with policies, compliance regulations and control requirements, providing recommendations as and ensuring alignment with IT controls and strategy Prepare and maintain audit evidence for ITSM processes; support internal and external audits, and help remediate findings as required Skills and Experience 3-5 years of relevant ITSM experience required. Ideally in a dynamic, demanding and regulated financial services environment. ITIL Foundation certification required; Intermediate or higher preferred Experience with ServiceNow or similar.. Proficiency in Excel, Power BI, or similar reporting tools desired. Excellent interpersonal and customer service skills with a passion for service excellence and a track record of continuous service improvement Excellent written and verbal communication and presentation skills, including the production of quality, visually appealing, exec-ready PowerPoint slides and reports as required Strong organisational skills with an ability to balance and prioritise multiple initiatives at once, and to work under pressure when necessary Experience working in Agile environments is desirable. About Liberty Specialty Markets Liberty Specialty Markets is part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world‑class insurance and reinsurance services to brokers and insureds in all major markets. Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through: Offering a vibrant and inclusive environment and committing to their career development. Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment. Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals. A supportive culture, which includes promoting a healthy work-life balance and working flexibly. For more information, please follow the links below: https://www.libertyspecialtymarkets.com/gb-en/careers/working-for-us https://www.libertyspecialtymarkets.com/gb-en/careers/diversity-equity-and-inclusion #J-18808-Ljbffr