Support Services Administrator

Found in: Jooble UK C2 - 2 weeks ago

Birmingham, United Kingdom West Midlands Combined Authority (WMCA) Full time

Our digital and data team make sure that our live IT systems and services across the business are fully optimised, ensuring systems integrity, availability, and continuous improvement .
In this role, youll assist in the alignment of ICT systems and services in accordance with ITIL best practice guidelines, and act as an ambassador to maintain and increase the effectiveness, efficiency, and adoption of these best practices.
Efficiently coordinate and analyse service desk calls covering Service Requests, Incidents, Changes, and Problems, promptly addressing inquiries.
Assist in implementing ITIL practices to improve Digital and Data services and best practice aligned with ITL standards.
Participate in the updates and management of the Service Portfolio and Service Catalogue.
Provide support in managing Major incidents by taking timely actions, engaging vendors to identify root causes, and defining remedial measures (problems, prevention, avoidance).
Collaborate with the ICT Change Manager to facilitate an efficient Change Management process - covering recording, evaluation, authorization, prioritisation, planning, testing, implementation, documentation, and review, minimising unforeseen impacts on production services and business risk.
Assist in planning and overseeing the movement of releases to test and live environments.
Contribute to process design, construction, implementation, and documentation and to the development and execution of the Continual Service Improvement Programme (CSIP).
Gather, monitor, analyse, and report on all Digital and Data services, providing recommendations for service enhancements.
Analyse business performance to functional level KPIs.
Monitor and report on service level agreements, operational level agreements, and underpinning contracts.
ITIL Foundation Certificate (Level 3/4)
Experience with IT Service Management Tools (we use Fresh Service, but any experience with other systems would be welcome).
Competent usage of MS Office Applications, especially Excel - Pivot tables, analysis work on data and trends.
Proven ITIL Service Management experience such as service requests, incident/problem, change, release and deployment management.
Exposure to service level agreements and suppliers management and service monitoring methods.
On clicking apply for this job, you will first be prompted to create an account. You will be asked to provide a supporting statement.Applicants will need to evidence that they have the legal right to work in the UK. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees.
We offer a comprehensive benefits package that includes a Local Government Pension Scheme, 28 days of paid annual leave, Cycle to Work Scheme, and discounted shopping with over 2,000 big-name retailers. The location for this role is 16 Summer Lane.It is expected that you can split your time between the office and working remotely, subject to business requirements and an agreement with your line manager.
West Midlands Combined Authority is dedicated to creating a diverse, inclusive, and authentic workplace that reflects the communities of the West Midlands region.We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying.We aim to achieve this vision by living our values, which include being a partnership organisation, valuing and respecting our people, fostering a can-do attitude, and encouraging innovation.WMCA holds diversity accreditations, such as "Leaders in Diversity," and has been recognized as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women.We are also a Disability Confident Employer, committed to interviewing all applicants with disabilities who meet the essential role criteria.WMCA believes that building a team with varied backgrounds and experiences will benefit us as an employer and enhance our work.
If you have an accessibility requirement, disability, or condition that means you might require changes to the recruitment process, please get in touch with our Recruitment Team.

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