JOBCENTRE ONLINE

JOB OFFERS IN NORTHERN IRELAND More »

JOBCENTRE ONLINE

JOB OFFERS IN NORTHERN IRELAND More »

JOBCENTRE ONLINE

JOB OFFERS IN NORTHERN IRELAND More »

JOBCENTRE ONLINE

JOB OFFERS IN NORTHERN IRELAND More »

 

Senior Service Management Analyst

Main Responsibilities:

  • Assist with the implementation and improvement of policies, processes, and procedures
  • Support ISO compliance procedures and audit activities
  • Monitor compliance and ensure the processes and procedures are being adhered to by Capita MITS and Customer teams
  • Deliver standard Processes, Procedures to new Customers through service transition into the operational environment
  • Ensure the Service Transition Operational Readiness process is applied within Service Management for new, amended, retired services.
  • Drive improvements to build a standard Service Request Management process across toolsets and Customers
  • Provide process expertise to Client Services, contributing to business opportunities within the customer base
  • Support Project teams to ensure service management processes and procedures are incorporated into their plans for new solutions and services
  • Liaise with the Service Delivery and the wider Management Teams during the design, build and transition to production.
  • Deliver the operational management of all types of Change Requests and Release processes for Customers
  • Chair Change Review boards to facilitate the assessment of RFCs with appropriate teams and where applicable with the Customer
  • On behalf of the Change Manager, chair and participate in internal and Customer facing Change Advisory Boards (CABs).
  • Coordinating and prioritising Service Request Management processes to achieve targets and expectations :
    • - Customer satisfaction
    • - KPIs, SLA and OLAs
    • - Process efficiency
  • Analysing Service Request Management Metrics to identify issues and improvements
  • Managing cost to operate the service request management process efficiently
  • Managing and mentoring the Service Management Analysts where responsibilities have been assigned within Capita MITS
  • Provide presentations on Service Management processes in area of expertise : customer facing, Internal and as required for ISO Audits
  • Deliver process and toolset training to both Capita service delivery teams and the Customer
  • Authoring internal and contributing to customer reporting on Change, Service Requests – Measured by KPIs as agreed per contract
  • Driving the continual improvement of Service Management processes
  • Build individual knowledge and skills to enable the wider support of Service Management processes across the organisation

Essential

Experience

  • At least three years of experience in a similar role within an ITIL-based Service Transition or Service Operation environment
  • Practical experience of operational change in an infrastructure environment and software release deployment activities
  • Knowledge and practical use in operating an IT Service Management toolset for the core processes e.g. Changes, Service requests, Incidents, Problems,
  • Experience in developing or enhancing Service Management processes and procedures, including workflows
  • ITIL Foundation V3

Desirable

Experience / Knowledge/ Skills

  • Experience of leading or supervising a team
  • ITIL Service Transition or Change and Release Practitioner or equivalent certification
  • Experience of Service Transition activities such as ORR for Managed Services
  • Knowledge and experience of a Request Catalogue underpinning a Service Catalogue
  • Knowledge of the links from Change into Configuration Management
  • Awareness of the links from Change into Availability and Capacity Reporting
  • Demonstrated competency in Project Management – PRINCE2 or equivalent
  • Adept in the use of Visio, Project, Excel and PowerPoint in support of the design and analysis required within the role
  • Technical awareness of IT infrastructure (Server, Storage, Networks, Applications, Clients, Security)
  • Experience of having successfully developed and implemented service management processes
    • Knowledge of the interactions required with other service management processes, in particular Service Requests & (Standard Change)
    • Knowledge of industry standard approaches to risk management

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.