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Title:  Service Analyst

City:  Market Drayton
Department:  IT

Market Drayton, GB, TF9 3UY

Müller offers you a long-term career with a genuine market leader - we are an entrepreneurial company where people love to work and make a difference.
Müller pride ourselves on offering support to help develop your knowledge and skills. In return for your commitment, drive and enthusiasm, we offer an attractive benefits package within a highly successful European business that offers financial rewards and resources, including bonus scheme, contributory pension, life assurance, generous holiday allowance and a flexible benefits programme.

We are currently recruiting for a Service Analyst to join our friendly team in Market Drayton in a hybrid/flexible working environment. We are looking for an experienced individual to provide effective management and the delivery of information technology services whilst ensuring business relations within the organization are managed. You will liaise with all other IT service functions to make sure that services are maintained and ensure that service asset and configuration items are properly controlled.

Key Responsibilities:


  • Service Portfolio & Catalogue Management
  • Implement together with the Governance team a holistic process model for IT service management
  • Deliver services to customers in collaboration with the IT Steering Group and further development of the service offerings and competences of the service provider.
  • Maintain the Service Catalogue, ensuring that all information within the Service Catalogue is accurate and up to date.
  • Availability & Capacity Management
  • Analyse, plan, measure and improve all aspects of the availability of IT services
  • Ensure that services and infrastructure are able to deliver the agreed capacity and performance targets in a cost effective and timely manner


Change Management


  • Responsible for change management workflows in the ITSM tool and KPI reporting
  • Coordination and advises Change Manager in the assessment, prioritization and scheduling of changes.
  • Controlling the lifecycle of all Changes, objective is to enable beneficial changes to be made with minimum disruption to IT services.


Knowledge and Problem Management


  • Gather, analyse, store and share knowledge and information; primary goal is to improve efficiency by reducing the need to rediscover knowledge.
  • Management of the lifecycle of all issues; objectives are to prevent incidents from happening, and to minimize the impact of Incidents that cannot be prevented. Maintain information about Known Errors and Workarounds




  • Support and sub-project management in the implementation of the ITSM framework
  • Ensure that project/ service management methods & tools as well as system resources are optimally used
  • Promote communication with various stakeholders and external service providers
  • Provision of expert support for users and all relevant stakeholder groups
  • Support for the optimization of existing internal team processes and documentation
  • Regular coordination and coordination with specialist departments on open topics


Key skills & experience


  • At least 2 years’ experience working in an Change / Request ITIL environment.
  • Proven track record in Incident and Service Level Management, dealing with suppliers at all levels.
  • Systems Management experience.
  • Excellent analytical and troubleshooting skills.
  • Proficient in ITIL & Service Management Processes.
  • Technical college degree
  • Basic understanding of an IT Infrastructure and application management
  • Would be beneficial to speak German


The Process

If you have the skills and experience in the above areas and would like to be considered for this Service Analyst role, please apply at www.mullercareers.co.uk.


Apply now »