Job summary
We are looking for a talented Service Management Analyst to join the Systems, Applications and Reporting team within the Business Intelligence function, Data & Systems; someone who has a drive and passion in delivering an exemplar service. We are seeking a dedicated and skilled Service Management Analyst to join our dynamic team and help us achieve our mission.
To deliver an effective and competent level of Service Management and Service Desk support for multiple systems and applications and consistently deliver a user focused service which promotes excellent customer service and effective working relationships.
Main duties of the job
The post holder will oversee all aspects of the incident management process, from evaluation to resolution. A Service Management Analyst analyses all issues and helps to design ways and implement changes to prevent similar problems in the future. They will manage technical support teams, create procedures to deal with problems and develop solutions.
About us
We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for 'We invest in people' and 'We invest in wellbeing' and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
- A competitive salary with annual pay reviews
- A generous annual leave entitlement starting at 27 days
- Membership of the NHS Pension Scheme
- Flexible working and family friendly policies, including enhanced parental leave and pay
- A wide range of in-house and external learning and development opportunities
- Access to salary sacrifice and discount schemes
- Access to employee assistance and occupational health services.
Job description
Job responsibilities
- Incident Management ensure incidents are managed in line with ITIL principles, monitoring SLAs, impact, and escalating where required.
- Major Incident Management end to end management of major incident, including:
- Creating post incident reports
- Communicating with the Service Desk
- Chairing calls with relevant stakeholders to reach a quick resolution
- Conducting post incident reviews and coordinating root cause analysis
- ITSM support to the Service Desk guidance and support on incident management and request fulfilment.
- Process Design design work processes and processes flows to support the management of the services end to end (Service Desk, Incident, Problem, Major Incident, Operational BAU etc.)
- Stakeholder Engagement & Jeopardy Management
- Problem Management
- Event Management
- Knowledge Management and Knowledge Transfer the service management team will be closely engaged with the product teams, dev, and resolver teams and ensure the Service Desk have all required knowledge to support the services
Job description
Job responsibilities
- Incident Management ensure incidents are managed in line with ITIL principles, monitoring SLAs, impact, and escalating where required.
- Major Incident Management end to end management of major incident, including:
- Creating post incident reports
- Communicating with the Service Desk
- Chairing calls with relevant stakeholders to reach a quick resolution
- Conducting post incident reviews and coordinating root cause analysis
- ITSM support to the Service Desk guidance and support on incident management and request fulfilment.
- Process Design design work processes and processes flows to support the management of the services end to end (Service Desk, Incident, Problem, Major Incident, Operational BAU etc.)
- Stakeholder Engagement & Jeopardy Management
- Problem Management
- Event Management
- Knowledge Management and Knowledge Transfer the service management team will be closely engaged with the product teams, dev, and resolver teams and ensure the Service Desk have all required knowledge to support the services
Person Specification
Experience/ Knowledge
Essential
- Demonstrate previous management experience
- ITIL Foundation V3 or V4, or equivalent experience
- Knowledge of working in a Service Management environment and/or knowledge of using Service Management toolsets to support and enhance processes and procedures
- Customer service and conflict resolution skills and experience
Desirable
- ITIL Practitioner or equivalent experience
- Knowledge of the ITIL framework and how this is applied
- Knowledge of project/change management and/or health information systems, displaying an understanding of the wider NHS
Person Specification
Experience/ Knowledge
Essential
- Demonstrate previous management experience
- ITIL Foundation V3 or V4, or equivalent experience
- Knowledge of working in a Service Management environment and/or knowledge of using Service Management toolsets to support and enhance processes and procedures
- Customer service and conflict resolution skills and experience
Desirable
- ITIL Practitioner or equivalent experience
- Knowledge of the ITIL framework and how this is applied
- Knowledge of project/change management and/or health information systems, displaying an understanding of the wider NHS
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
