Senior Analyst Chalhoub Group

The Senior Analyst - Tech Service Management will contribute to the development, implementation, and day-to-day operation of IT Service Management processes, and will build strong relationships with business users, and both internal and external support partners.

The role will help ensure that IT services are delivered effectively to our business users. The position will act as a key interface between IT and the business, supporting service performance monitoring, reporting, and continuous improvement initiatives.

The analyst will also support proactive escalation tracking, on-call workflows, and contribute to real-time issue awareness and service health transparency.

Key Responsibilities

Operate and ensure adherence to ITSM processes, including Incident, Major Incident, Change, Request, Problem, Service Level, Service Transition, and Knowledge Management.
Provide service process guidance, education, and training to internal and external support partners.
Serve as the primary escalation point for support teams and business users, fostering effective communication.
Track escalations, capture updates, and produce regular summaries for leadership.
Manage and participate in the on-call rota to ensure 24x7 support for major incidents.
Monitor service performance, report on SLAs, KPIs, OLAs, and XLAs, and highlight improvement opportunities.
Oversee the full lifecycle of incidents and requests, ensuring timely user and stakeholder communication.
Support the facilitation and operation of the Change Advisory Board (CAB).
Maintain and develop support content and user-facing knowledge articles.
Coordinate major incident and problem management, including RCA, follow-up, and retrospectives.
Track supplier performance against contractual SLAs.
Help maintain accurate IT Service Catalogue and CMDB records.
Support service audits and process reviews to uphold governance standards.