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Service Analyst-3

3 months ago

Edinburgh, Edinburgh, United Kingdom abrdn Full time
Job Description

Job Title:
IT Service Analyst

  • Job Type: Permanent
  • Location: Edinburgh (with blended home working)
  • Reports to: IT Service Partner abrdn plc. is one of the world's largest investment companies, and we are built on a long standing culture of caring about the future and making a positive impact. Together we invest for a better future. We do it to make a difference to the lives of our clients and customers, our employees, society and our shareholders. Our strategy is to build a vibrant and valuecreating purposeled organisation, with the current and future needs of our stake holders at the heart of all we do.
  • Role Purpose
  • The Technology Enterprise Services (TES) department is a specialised function within Group Technology that is responsible and accountable for live technology service provision to the abrdn businesses.
  • Reporting to the IT Service Partner, within the TES department, the Service Analyst role will support the day to day delivery of IT Services to their aligned Business functions. The Service Analyst will be integrated within their aligned business areas to gain an in depth understanding of IT service on a daily basis, ensure the business teams use correct process to raise any IT issues and be the initial contact for service escalations for their aligned business area.
  • Key Responsibilities
  • Daily engagements with business areas to understand any IT Services issues and ensure they are raised and being managed by wider TES and ITS teams
  • Supporting the Service Partner in their engagements by providing a live view of service from across their aligned business areas, insights and MI
  • Creation of monthly MI using Service Now
  • Support in creation/ delivery of business communications for changes to service provision, and incident response
  • Working with Service Partners in the delivery of improvement initiatives.
  • Support the wider Incident Management response team, adhere to the abdrn Global Incident Management framework providing a 24 x 7 response to Global Major Incident
  • Work within a pool of Service Partners/Analysts to provide 24 x 7 Incident Management response and escalation for ITS wide Incidents, adhering to the abrdn Global Incident Management process on a rota basis
  • Key Outcomes
  • Strong relationships with aligned business area
  • Understanding of daily issues/ service challenges, with escalations raised as appropriate to supporting TES team, Service Partner or Major Incident Function
  • Excellent collaboration with Service Partners and wider TES functions
  • Effective, consistent MI on a monthly basis using Service Now
  • Skills & Experience
  • Strong customer service ethos, preferably with experience in a client facing role
  • Ability to engage and influence
  • Ability to articulate technical issues in simple language
  • Good written and verbal communication skills
  • Selfmotivated and driven
  • Good analytical skills
  • Strong organisational and time management skills
  • Our Benefits
  • There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.
  • When you join us, your reward will be one of the best around, including 40 days annual leave, a 16% employer pension contribution, private healthcare and a range of flexible benefits including gym discounts, season ticket loans and access to an employee discount site amongst many others. You can read more about our benefits here.
  • How we create value
  • Our strategic drivers are the foundations from which we deliver for all our stake holders: High impact intelligence, Client & customerled growth, Belief in our trusted brand and Future fit. You can find out more about our values here
- .See attached document


We're committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment.

We define diversity in its broadest sense - this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance.

We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.