Service Design Analyst
2 days ago
**Role**: Service Design Analyst
**Salary**: £35k - £45k + 15% bonus scheme
**Benefits**: Pension (enhanced), Life Insurance, Private Medical Insurance & more
**Location**: Wolverhampton, West Midlands - Hybrid (3 days on-site, 2 WFH)
Working with the Service Design Team, you will ensure that new/upgraded services, systems, and infrastructure receive a comprehensive Service Design incorporating processes, support, reporting and service capabilities.
You will also be involved in defining and developing the service standards and maturing the overall Service Design process.
**Required**:
- ITIL 3 Foundation Level or above
- GSCE/GCE qualifications in both Maths & English
- Equivalent of 1 year's previous Service Design or equivalent experience
- Excellent written, verbal and presentation skills
- Excellent time management and evaluation of priorities to cope with concurrent demands and delivery timelines
**Responsibilities**:
- Manage Service Design activities for the assigned portfolio end-to-end
- Work with Project Managers to agree the scope of new Service Design tasks - offering support and guidance throughout the process
- Ensure that support models are agreed for all new IT services, including close liaison with internal department/teams & any third parties
- Complete all required reporting for your Service Design activities
- Define and agree a suitable warranty period with Change Management for all new Service Designs - attend warranty meetings keeping Senior Management up to date with any progress/issues
- Keep up-to-date records of the progress of Service Design activities in ServiceNow and ensure that timesheets are completed weekly
- For new IT Services, prepare and formally handover a draft 'Continual Service Improvement' plan to the relevant IT Service Owner
- Work closely with the IT Problem Manager to ensure that all known errors/problems have been documented and raised appropriately
- Work closely with the IT Risk team to ensure that any known risks have been captured
- Undertake a formal Operational Readiness review for each new Service Design
- Work with the wider IT Service Management team to ensure that all necessary ITSM activities have been completed
- Work with the IT Knowledge & Communication Lead to help design tailored documentation for the supported systems where appropriate
**Desirable**:
- Understanding of the regulatory requirements of the financial services industry
- Knowledge of financial processes / associated regulatory requirements
- Knowledge of Data Governance regulations and principles
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