Contract Role: Service Analyst Hybrid (2 days onsite | London) ️ 6 months | Inside IR35 Sector: UK Energy We're hiring a Service Management Support Analyst to support a major transformation programme at a leading Energy company. You'll play a key role in preparing a customer-focused service team to handle complex support needs in a regulated environment. Role Summary Reporting to the Head of Service Management, you'll: Handle and resolve escalated customer issues beyond 1st line support Act as a liaison between customers, internal teams, and third-party providers Contribute to major incident and problem management processes Drive service improvements and help upskill the support function What You’ll Need Hands-on experience with ITSM tools such as ServiceNow ITIL (v3/v4) qualified Proven experience working in regulated industries, particularly within OFGEM guidelines and compliance frameworks Strong experience in service management and customer support Skilled in triaging, diagnosing, and resolving incidents Excellent communication and stakeholder engagement Familiarity with ITIL processes and working in regulated industries Apply now if you'd like to be considered for this role!