ITSM Service Analysts

ITSM Service & Reporting Analyst

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide. In recent years, we have experienced significant growth, expanding our services and global presence. With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions. Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview:

We are seeking a detail-oriented and analytical ITSM Service & Reporting Analyst to support our IT Service Management (ITSM) operations through performance monitoring, reporting, and metrics analysis. This role is instrumental in driving service quality, regulatory compliance, and operational transparency across our IT estate, with a particular focus on business-critical systems in a regulated financial services environment.

Key Responsibilities:

• Develop, maintain, and distribute service performance reports across Incident, Change, Problem, and Request Fulfilment processes.
• Monitor SLAs, KPIs, and OLAs, ensuring accurate reflection of service health and operational commitments.
• Build and enhance dashboards and visualizations using reporting tools such as Power BI, Excel, ServiceNow Performance Analytics, or similar.
• Track and analyze trends in service delivery to identify recurring issues, gaps, and opportunities for improvement.
• Support service reviews with actionable insights and support preparation for senior IT and business stakeholder meetings.

Data Quality & Compliance:

• Ensure the accuracy, consistency, and completeness of data captured within the ITSM platform (e.g., ServiceNow).
• Validate and reconcile data for regulatory and audit reporting, including compliance with frameworks such as PCI DSS, DORA, ACPR, and GDPR.
• Assist in the development and maintenance of control evidence and audit response materials related to ITSM process adherence.

Process Support & Governance:

• Support process owners (e.g., Incident, Change, Problem) with ad-hoc reporting, metrics tracking, and trend analysis.
• Participate in post-incident reviews, change reviews, and service improvement initiatives by providing relevant metrics and commentary.
• Contribute to continual service improvement (CSI) activities by identifying performance bottlenecks or process inefficiencies.

Required Qualifications:

• Bachelor's degree in Information Technology, Business Analytics, Computer Science, or a related field.
• 2–4 years of experience in IT Service Management reporting, operations, or service analytics.
• Working knowledge of ITIL framework; ITIL Foundation certification preferred.
• Proficiency with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management.
• Strong skills in data analysis, Excel (pivot tables, lookups), and Power BI or similar visualization tools.
• Attention to detail with the ability to interpret and present complex data to technical and non-technical audiences.

Preferred Qualifications:

• Experience in a financial services or regulated industry (e.g., banking, fintech, insurance).
• Familiarity with operational risk reporting or internal/external audit processes.
• Understanding of cloud-based service operations and performance monitoring.
• Exposure to SQL, scripting, or automation tools (e.g., Python, Power Automate) is a plus.

Key Competencies:

• Analytical and data-driven mindset
• Accuracy and attention to detail
• Strong written and verbal communication skills
• Service-oriented and collaborative approach
• Ability to manage multiple reporting cycles and deadlines
• Curiosity and drive for continuous improvement

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need. Come and grow your career in the most exciting, fast-paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

At Planet, we embrace a hybrid work model, with three days a week in the office. Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.