DESNZ – ITSM Process Controller
Job Description
We are looking for a skilled and results-oriented ITSM Process Controller, dedicated to an ASPIRE Managed Service customer - Department of Energy Security and Net Zero-Provision (DESNZ).
This is a hybrid role, which must be delivered from within the United Kingdom, with occasional travel to the customer site in London.
All applicants must be eligible for Security Clearance.
The ITSM Process Controller will be accountable for the day-to-day operation of Incident, Request, Change, Configuration and Knowledge Management processes, whilst provides oversight of service management workflows within the Jira Service Management solution.
Key Responsibilities:
• Own and govern the ITIL-aligned service management processes within Jira Service Management, ensuring compliance with agreed operational standards and best practices.
• Monitor Incident and Service Request queues in real time, ensuring tickets are prioritised, assigned and progressed effectively.
• Proactively manage ticket lifecycles, applying governance controls to minimise ticket ageing and maintain service quality.
• Drive the avoidance of SLA breaches through active queue management, escalation and coordination with resolver groups.
• Conduct regular ticket quality audits, identifying non-compliance and implementing corrective actions to improve data quality and process adherence.
• Lead daily ticket triage stand-up meetings with the Service Desk and technical resolver teams, ensuring alignment on priorities, risks and service impacts.
• Chair and coordinate all Change Advisory Board (CAB) meetings, facilitating effective change assessment, approval and risk management.
• Maintain the accuracy and integrity of Configuration Management Database (CMDB) records within Jira Service Management.
• Establish, maintain and continuously improve a governed Knowledge Management framework, ensuring knowledge articles remain relevant, accurate and accessible.
• Produce monthly KPI reports, Change Management metrics and service credit calculations for review by the Service Operations Lead.
• Perform day-to-day Jira Service Management administration, including user provisioning, and access management
• Analyse service performance trends and metrics, providing recommendations for operational improvements and continual service enhancement.
• Collaborate with Service Desk, technical support teams and service stakeholders to drive operational excellence and customer satisfaction.
• Ensure adherence to organisational policies, governance frameworks and service management controls across all supported processes.
• Support continual service improvement initiatives by identifying opportunities to enhance processes, tooling, automation and reporting capabilities.
Requirements
Department: ASPIRE GSC Service Desk
Function: Information Technology
Experience Level: Mid-Senior Level