Job Description

We are looking for a

Predictive Data Analyst

to join our IT Service Management (ITSM) team, where data-driven decision-making is critical to operational excellence. The ideal candidate will have strong analytical and modeling skills, with a deep understanding of ITSM environments. You will be responsible for developing predictive models and actionable insights to anticipate service disruptions, optimize resource planning, and improve SLA adherence.

This role is central to driving proactive IT operations through advanced analytics, machine learning, and trend forecasting.

Key Responsibilities

Design and implement predictive models to forecast incident volumes, ticket trends, capacity needs, and infrastructure performance.

Analyse historical ITSM data to identify leading indicators of service degradation, outages, or SLA breaches.

Develop dashboards and reports that visualize current trends and predictive outcomes for technical and business stakeholders.

Collaborate with Service Delivery Managers, Infrastructure Teams, and Support Operations to translate analytics into operational strategies.

Monitor model performance in production and retrain as necessary to ensure continued accuracy and relevance.

Cleanse and prepare service management data from platforms such as

ServiceNow

,

BMC Remedy

, or

Cherwell

for analysis.

Recommend operational improvements based on analytical findings, such as automation opportunities or shift-left strategies.

Maintain thorough documentation of data sources, methodologies, and models.

Required Skills & Qualifications

Bachelor's degree in Data Science, Information Systems, Statistics, Computer Science, or a related field.

3+ years' experience in a data analytics role, with at least 1 year in an ITSM or IT Operations context.

Strong programming skills in

Python

, or

SQL

.

Experience building predictive models (e.g., time series forecasting, anomaly detection, classification)

Familiarity with ITSM tools and data structures (ServiceNow, or similar).

Working knowledge of ITIL processes and how they impact operational data (incidents, problems, changes, SLAs).

Experience with data visualization tools such as

Power BI

Ability to interpret and communicate complex analytical outcomes to both technical and non-technical audiences.

Strong understanding of SLAs, KPIs, and operational performance metrics.

Preferred Qualifications

Certification in ITIL v4 or similar service management framework.

Familiarity with cloud-based monitoring and logging tools (e.g., Azure Monitor, AWS).

Understanding of automation and orchestration trends in IT operations (e.g., AIOps).

Experience working with large-scale ticketing data and event logs.

Job Types: Full-time, Permanent

Work Location: In person