IT Service Management (ITSM) Analyst - NHSBSA -Stella House - Newcastle 
Location: Newcastle upon Tyne, 
Pay Rate: £16.40ph 
Contract: March 2026 with possibility of extension 
Join a modern, forward-looking IT Service Management team helping the business evolve into a multi-sourcing digital organisation. In this role, you’ll play a key part in ensuring new and changed IT services are ready for users-backed by strong process, clear documentation, and measurable performance.
What you'll be doing:
• Support the introduction of new IT services and changes to existing services, ensuring readiness for users and support teams
• Partner with technical teams, suppliers, and stakeholders to understand service requirements and assess impacts
• Create and maintain service documentation, processes, and Service Design Packages
• Support ITIL-aligned service management activities, ensuring services follow best practice and organisational policies
• Monitor service performance and track KPIs/service levels, identifying issues and improvement opportunities
• Contribute to ITSM processes including Change Management, Service Transition, and Configuration Management
• Maintain accurate records in the ITSM tool and support testing/validation before go-live
• Produce management information and compliance/performance reports to keep teams informed and services improving
• Deliver training, guidance, and communications to colleagues on Service Design and Transition
• Work with internal teams and external suppliers to improve service quality and customer experience
• Stay current with industry best practice and emerging ITSM standards, supporting continuous improvement
What you'll bring:
• Strong Service Management foundations with a practical, delivery-focused approach
• Excellent communication skills-able to translate complex technical detail into clear, actionable information
• A collaborative mindset, with confidence building relationships across business and technology teams
• Good analytical ability to monitor performance, interpret KPIs, and drive process compliance
• Experience (or strong interest) in ITIL processes and continuous service improvement
• Comfortable working with service documentation, process frameworks, and structured change activities
Additional information:
If you’re looking to make a real difference-helping services launch smoothly, improving customer experience, and strengthening service management capability-apply now. We’d love to hear from you.