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MS
Service Experience Analyst
Join MS as a Service Experience Analyst in the UK to enhance IT Service Desk quality using ServiceNow. Analyze user journeys, improve CSAT, and enjoy competitive benefits.
Direct Hire
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Certified System Administrator
Job description
Posted on:
August 19, 2025
This role is for a Service Experience Analyst to enhance the IT Service Desk experience for staff and customers. The analyst will work with the Service Experience Lead to analyze user journeys, test interactions, and gather feedback to improve service quality and customer satisfaction. This role involves tailoring support experiences and identifying automation opportunities.
Requirements
- Monitor and analyse XLA performance
- Define and document a comprehensive user persona catalogue
- Analyse service experience and satisfaction levels with each persona
- Develop and propose improvements focused on improving customer experience
- Monitor and analyse CSAT process responses
- Strong understanding of customer satisfaction (CSAT) processes
- Excellent knowledge of ITSM Tools (ServiceNow/BMC Helix, Agent Workspaces)
- Outstanding communication and interpersonal skills
- Excellent knowledge of Service Desk channels and other technologies
Benefits
- Competitive holiday entitlement
- Discretionary bonus schemes
- Pension Scheme
- Life Assurance
- Wellbeing Support
- Parental and adoption policies
- Charity volunteer day
Requirements Summary
Strong understanding of customer satisfaction (CSAT) processes and ITSM tools. Excellent communication skills and knowledge of service desk channels are required. Retail experience is advantageous
Apply now
United Kingdom
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United Kingdom
United Kingdom
Entry Level
Hybrid
Full Time
