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About the Role

The Operational Resilience SM Support role focuses on providing essential support for ITSM platforms, ensuring system integrations, automation initiatives, and continual service improvement. This position plays a key part in maintaining and enhancing critical IT service management tools like ServiceNow and PagerDuty, as well as driving reporting and data analysis to identify trends and opportunities for improvement.

Responsibilities

• Provide support for ITSM platform issues and service requests.
• Assist with system integrations and automation initiatives.
• Support continual service improvement activities.
• Work with stakeholders to gather requirements for tooling enhancements.
• Identify opportunities to improve user experience and operational efficiency.
• Support the administration and configuration of the ServiceNow platform.
• Maintain workflows, catalog items, forms, groups and user permissions.
• Assist with enhancements across Incident, Change, Problem, Request and CMDB modules.
• Support testing and deployment activities for platform improvements.
• Create and maintain platform documentation and process guides.
• Support administration of PagerDuty services, schedules and escalation policies.
• Assist with onboarding new support teams and services.
• Maintain integrations between PagerDuty and monitoring tools.
• Support alerting improvements and operational reporting.
• Build and maintain operational dashboards and reports.
• Produce regular management information and KPI reporting.
• Support reporting through ServiceNow and PowerBI.
• Perform data analysis to identify service trends and improvement opportunities.
• Ensure data quality across ITSM platforms.

Requirements

• Degree in Information Technology, Computer Science, Data Analytics or related discipline, or equivalent practical experience.
• Commitment to continued professional development.
• Basic understanding of automation, APIs and system integrations.
• Experience producing reports and dashboards.
• 1-2 years' experience in an IT support, systems administration, service management or analyst role.
• Understanding of ITIL Service Management principles.
• Experience using or supporting enterprise applications.
• Strong analytical and problem-solving abilities.
• Excellent organisational skills and attention to detail.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and priorities.
• Collaborative and team-oriented approach.
• Customer-focused mindset.
• Willingness to learn new technologies and platforms.
• Ability to work effectively in a fast-paced technology environment.

Skills

• ServiceNow administration and configuration
• Reporting and dashboard development (Power BI, Excel, ServiceNow Reporting)
• Basic SQL and data analysis skills
• Understanding of access management concepts
• Knowledge of PagerDuty or similar event management platforms
• Knowledge of CyberArk or Privileged Access Management concepts
• Understanding of workflow automation and process improvement
• ITIL Foundation certification desirable
• ServiceNow, Power BI or CyberArk certifications desirable but not essential

Location

• UK-London

Work Type

• Permanent
• Standard 40 Hour Week

Experience Level

• 1-2 years' experience

Education Level

• Degree in Information Technology, Computer Science, Data Analytics or related discipline, or equivalent practical experience.

About the Company

• LME Group is the world centre for industrial metals trading and clearing.
• Most of the world’s non-ferrous metals business is conducted in the LME.
• The metals community uses the LME, a member of HKEX Group, as a venue to transfer or take on price risk, as a physical market of last resort and as the provider of transparent global reference prices.