Website Amber Labs
Service Implementation Analyst – ServiceNow (SC Cleared)
1 Day a week onsite Central London
At Amber Labs, we are a cutting-edge UK and European technology consultancy that prioritises empowering autonomy, promoting experimentation, and facilitating rapid learning to provide exceptional value to our clients. Our company culture is centred around collaboration, where all colleagues, regardless of their role, work together to minimise risk and shorten delivery times. Our team consists of highly-skilled cross-functional consultants, analysts, and support staff.
The Role
We are seeking a results-driven SC Cleared Service Implementation Analyst to join our IT project delivery team. This role is essential to the successful deployment of new services for our clients. The candidate will need to liaise with teams across the project and the existing service, gaining a deep understanding of the existing service(s), the requirements of project, and any risks and issues which may impact the delivery. The ideal candidate combines strong project delivery and service management skills with a customer-centric mindset – they will need to work with their delivery managers to ensure that all their implementation activities are delivered on time, within scope, and aligned with customer requirements.
Key Responsibilities
• Requirements Analysis: Work with the Lead BA to complete a review of the ‘As-Is’ Service, and undertake a review of the contractual requirements with third party suppliers to formulate a ‘To-Be’ Service Model.
• Service Design & Strategy: Collaborate with the Lead BA to build and document the service strategy and associated service model following a set of workshops and project planning sessions.
• Stakeholder Engagement: Collaborate and act as a liaison between project teams, BAU service teams, and third-party suppliers. (e.g. Catalogue, SLM & Governance, SACM, Service Desk, Functional Support teams and Reporting team etc.) and all other project stakeholders, ensuring effective communication channels are maintained between workstreams.
• Quality Assurance: Work with other project stakeholders to ensure that services are implemented according to agreed standards, contractual requirements, specifications, and SLAs.supporting participation
• Service Lifecycle Management: Contribute to the planning for Service Implementation by creating implementation runbooks, handover documentation & training, and performance management reporting/tooling.
• Continuous Improvement: Through feedback loops, identify existing service & project risks, capturing and implementing improvements wherever possible. Identify inefficiencies and design solutions to improve processes and actively participate in lessons learned activities.
• Governance & Documentation: Produce high quality project documentation to support the transition’s progress through Project Gates and Service Readiness Reviews.
• Knowledge Base Articles: Assist the workstream in ensuring all KBAs associated with the catalogue items are assessed, updated, reviewed and published according to internal business processes.
• Support Modelling: Assist the workstream lead in ensuring adequate support structures are in place prior to service/system going live.
• Catalogue Remediation: Assist the workstream lead with undertaking catalogue item analysis and working technical teams to ensure accuracy and completeness.
Key Competencies
• Client success focused mindset with strong relationship-building skills.
• Analytical thinking, capturing requirements and processing of data.
• Ability to work independently and collaboratively across multiple teams.
• Skilled in identifying key stakeholders and quickly building strong working relationships across business units and technical teams.
• Effective communicator who can manage stakeholder expectations and drive collaboration.
• Ability to write clearly and concisely for both technical and non-technical audiences.
• Excellent communication and interpersonal skills.
• Knowledge of service transition and operational readiness.
• Strong organisational and problem-solving abilities to identify gaps, risks, and opportunities for improvement.
• Experience with Knowledge Base Article (KBA) creation and catalogue item management and ensuring documentation is accurate, accessible, and aligned with business processes.
• Experience with support modelling or related activities in the public sector field.
• Knowledge of SLAs and KPIs
• Ability to ensure services meet agreed standards and readiness criteria.
• Familiarity with operational readiness, support modelling, and performance tooling.
• Proactive in identifying inefficiencies and proposing solutions and comfortable working with feedback loops and iterative enhancements.
Required Qualifications
• Bachelor’s degree in computer science, engineering or a related field, or proven experience in a Service Design, Business Analysis or Project Implementation roles, ideally with GDS experience.
• Public sector/central government experience.
• ITIL v4 Foundation Certification.
• Experience with the ServiceNow ITSM platform is essential.
• Experience working in Agile environments is essential.
• Advance proficiency in Microsoft Office Suite (especially Excel).
• Experience with Jira and Confluence
Preferred Qualifications
• Experience within data centre management, application hosting, network services and mid-large scale site migrations is desirable.
• Familiarity with ITIL and ITSM best practices.
• Ability to identify inefficiencies and propose process/tooling improvements.
• ServiceNow Certified System Administrator certification.
• Business Analysis certification (e.g. BCS, IIBA)
Please note this is a salary based FTC and you must hold current SC