IT Service Analyst

4 weeks ago

Bedford, United Kingdom Reed Talent Solutions Full time
Responsibilities:The IT Service Analyst will report directly to the Senior IT Service Manager. In this role you will be responsible for the following:
  • Acting as the first point of contact between the Pensions Dashboard Programme, clients, and the third party supplier’s Service Management Teams
  • Triaging of enquires coming via the service management tool and ensuring they follow the internal ITIL support process
  • Suggesting improvements to the support/knowledge process
  • Monitoring of supplier performance against Service Management service level agreements (SLAs) (e.g. Change, Incident, Problem, Availability, Release)
  • Analysing and suggesting improvements to the Service Management processes to ensure that they are fit for purpose and use
  • Reporting on trend analysis and key performance indicators (KPIs) relating to service and supplier performance when required
  • Providing feedback on Supplier Monthly Service Reports and Service Review Meetings as well as other relevant Service Management meetings (e.g. problem management reviews, post implementation reviews)
  • Additionally, ensuring that actions are recorded and followed up from all relevant Service Management meetings
  • Ensure that tickets are logged within the supplier’s Service Management tools (Problems, Changes, Release, Incidents) are fully documented recording the full incident timeline of events
This is not meant to be an exhaustive list of duties. The need for flexibility, shared accountability and team working is required, and the role-holder is expected to carry out any other related duties that are within the employee's skills and abilities whenever reasonably instructed.*Please note this role will require frequent travel to London, that will be expensed.Skills and Experience:You will need to demonstrate the following skills and experience:
  • Ideally, you will have an ITIL qualification
  • Experience of working in an ITIL environment – including but not limited to Change, Incident, Problem, Knowledge, Service Transition Management.
  • Experience of using Service Management tools (e.g. Service Now, Jira Service Management)
  • Experience working with third party suppliers and internal Stakeholders
  • Ability to present complex technical information to both technical and non-technical audiences
  • Collaborate with and influence multiple internal and external teams to ensure processes are in compliance with guidelines
  • Ownership of issues with the supplier in the first instance but know when to involve relevant team members and when to escalate.
  • Good decision-making skills and experience
  • Experience of building and reviewing ITIL Processes
Information:The Money and Pensions Service is based in Bedford and as a key employer in the town we work hard to ensure that we are an active part of the community. This is a great opportunity for you to join us in Bedford and to be an integral part of the Money and Pensions Service team.We are already forging great relationships with Bedford Borough Council and other local organisations to ensure that we are an active part of the community and fully integrated to play our part in the Government’s “levelling-up” strategy. This is a wonderful opportunity for you to be one of the first colleagues to join us in Bedford and to be an integral part of helping us establish ourselves in the town.At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people in and around Bedford to come and work for us, but we need people who align themselves to our values: -
  • Caring We care about our colleagues and people whose lives we are here to transform.
  • ConnectingWe will transform lives through our ability to make positive connections.
  • TransformingWe are committed to transforming lives and make a positive societal impact.
About MaPSAt MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.About our people  In our move to Bedford, we aim to attract and retain the absolute best talent, so we can achieve our objectives and continue to make a difference to millions of people’s lives.  We are keen to encourage applications from individuals across the whole community with the skills, knowledge, and behaviours for the job, and who show a strong commitment to MaPS’ objectives, values, and vision.  It is important to us that we continue our ambition to be a genuinely diverse and inclusive organisation, so that we reflect the people we are here to help.Our inclusive working environmentBy fostering our values, we are immensely proud of the inclusive working environment that we have created.The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds.We work hard to ensure that we have a progressive approach to inclusion, equity and belonging.  We really do want our colleagues to “bring their whole selves to work.”By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ+, neurodiversity, women’s health, men's health, ethnicity, and diversity.Benefits:What Money and Pensions Service can offer you:Generous Annual Leave – 30 days plus Bank HolidaysPension scheme – contributions...

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