ITSM Analyst – Service Asset and Configuration Management

Job description

Job responsibilities

In this role, you are accountable for

Specialist skills

1. Support the development, introduction, transition and day to day operation of ITIL service management processes, engaging with business colleagues, internal/external suppliers and key stakeholders as guided.
2. Support the adoption of Service Management policies, processes and procedures, ensuring they are in place for each function and are followed by all Service Providers with non-conformance reported and reviewed.
3. Implementing standards and policies, pro-actively identifying and proposing improvements or enhancements to meet changing needs.
4. Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.
5. Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, and escalating as appropriate, any issues or conflicting priorities which may impact deadlines.
6. Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.
7. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.
8. Support the Service Asset and Configuration Management process in the identification, control, recording, reporting, audit and verification of service assets and configuration items.
9. Complete daily SACM tasks in the ITSM tool SD+; support CMDB data validation with alternative data sources; support Snow data validation with alternative data sources; support internal asset and configuration management audits and external audit; support data modelling and the analysis of CI relationships.
10. Support the development of SACM processes and procedures, suggest areas for improvement and communicate SACM roles and responsibilities with stakeholders.Staff
11. Mentor and coach other team members to enable the on-going personal development and growth of skills within the team.Financial Management
12. Maintain an awareness of financial and personal implications in the use of a range of resourcesRelationship Management
13. Engaging in partnership working with other individuals, groups and agencies.
14. Identify opportunities, engaging and fostering relationships and partnership working within the organisation, and with third parties, and cross government organisations to identify, influence and deliver value to the organisationInformation Management
15. Implement, monitor and report on several areas including agreed service levels, KPI's and standards within team, reviewing individual and team performances including outputs from appraisals, development needs, and trends are identified, and anomalies understood and reports generated and delivered to agreed frequency, methods and processes.

In addition to the above accountabilities, as post holder you are expected to:

1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.
2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
3. Encourage an environment where your own and colleagues safety and well-being is promoted.
4. Contribute to a culture which values diversity and inclusion.
5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.
6. Based in either Newcastle or Fleetwood with occasional travel between the two locations.

Working relationships

Responsible to: B6 IT Service Manager Service Asset and Configuration Management (SACM)

Key relationships and connections:

1. Team members
2. Service delivery teams
3. Business stakeholders
4. Service Managers
5. Suppliers
6. Peer Networks

Person Specification

Personal Qualities, Knowledge and Skills

Essential

• Knowledge of implementing or working under the ITIL V4 framework.
• Significant knowledge gained from working in a similar level role in an NHS or associated public sector environment.
• A general and broad knowledge of current issues and advances across all IT disciplines.
• Knowledge and experience required utilising Service Management toolsets.
• Knowledge of ITIL V4 Asset Management and Configuration Management practices and processes.

Desirable

• Experience of using project implementation methodologies.
• Knowledge of the ITIL V4 framework in respect of other ITIL Lifecycles and processes.
• A detailed knowledge of ITSM principles aims and their application.
• Utilisation of Leading class IT Service Management tools.
• Experience of using agile software development tools.

Experience

Essential

• On-going Continuous Professional Development.
• Oversee the analysis of KPI's, SLA measurements and the co-ordination of service improvement plans.
• Proven knowledge of Service Operations (e.g. Incident and Major Incident Management, Change Management, Problem Management, Escalation Management, Release Management, Supplier Performance, Customer Satisfaction, Governance of IT Services etc.).
• Maintaining & supporting Service Asset and Configuration in addition to the Service Catalogue.
• Managing contracted suppliers against a KPI and service management/improvement framework. Developing and reviewing report metrics.
• Multi-tasking, working across multiple projects, analysing opportunities, defining successful approaches, and proactively solve problems.
• Exposure to Asset Management and Configuration Management process and practice.

Desirable

• Exposure to ISO27000.
• ITIL based service management.
• Experience of all Technology management disciplines and practices from an Enterprise Technology environment covering development/implementation and service delivery (support)
• Demonstrable experience and knowledge of the other four ITIL Lifecycle stages (Strategy, Design, Operations and Continual Service Improvement).
• Experience of working in a Service Asset and Configuration Management role.

Qualifications

Essential

• ITIL V4 Certification to at least foundation level or appropriate ITIL bridge certificate
• A-Level or HND In Computing related subject.

Desirable

• Studying or have recently gained an IT related degree.
• Relevant Professional Qualifications (ITSM body, BCS etc.)
• ITIL V4 Intermediate Capability Stream in Operational Support and Analysis or Release, Control and Validation.
• Certification in Agile Service Management.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

NHS Business Services Authority

Address

Stella House

Goldcrest way, Newburn Riverside

Newcastle Upon Tyne

NE15 8NY

Employer's website

https://www.nhsbsa.nhs.uk/what-we-do/work-us (Opens in a new tab)