Service Support Analyst

2 weeks ago

Colindale, United Kingdom Reed Talent Solutions Full time

You will work in the Data Engineering and Enablement Division that reports into the Data Operations Directorate. It’s an exciting time to join as we seek to create leading Health Protection data capabilities that enable data scientists and data analyststo develop insights that inform public health decisions with resilience platforms and curated data assets.

The role requires the support the team to ingest of a wide range of data assets, building acquisition, orchestration, data pipelines and curated data marts and data egresses. We are seeking to mature our advanced capabilities with standardised practices,machine learning and agility needed to pro-active detect and respond to new public health issues.

You will be involved in engaging with stakeholders and end users in maintaining the data service by monitoring and managing incidents, minimizing the negative impact of incidents to end users thus allowing users to continue working.

You will draw from an extensive background of experience in service support analyst data engineering. Your skills will enable and deliver data and analytical solutions on our analytics and data platforms. You will be able to act as a technical expert inall aspects of support and be prepared to provide guidance to end users and stakeholders in a collaborative way.

Assign to engineers and manage tasking progress where necessary to effect resolution whilst ensuring timely communication to users and stakeholders are carried out. Maintain the technology infrastructure that is integrating new and existing sources of datainto Data Analytics and Surveillance processes and workflows, so that it can be exploited with maximum efficiency and efficacy.

Key skills required include: data analysis, data engineering, data architecture, security architecture, DevOps and business partnering

**Main duties and responsibilities**
- **Support Queue and Support Channel Management -** You will monitor and manage the Support Mailbox and Jira Service Desk (JSD).
- **Incident Management (IM)-** You know how to Triage and prioritise incidents, owning the incident resolution end to end. Understand 1st and 2nd line support and when to escalate where the user impact is significant and not under control.
- **Knowledge Management -** Identify and create knowledge articles and FAQs for user across 'user channels’ such as SLACK or Confluence.
- **Standard Service Request Fulfilment -**Owning and managing end to end provision for Joiners, Leavers & Mover process for EDGE Accounts

**Essential skills**:

- ITIL ideally V4
- Logging and reporting pragmatically
- Ability to troubleshoot and solve numerical and technical problems
- High attention to detail
- Excellent communication and facilitation skills evidenced through verbal and written means to a wide range of stakeholders
- Experience with Agile delivery
- Ability to coordinate and delegate tasks and monitor and manage progress
- Experience with supporting design of data models / data flows
- Analytical skill set with an ability to understand data requirements and support the development of data solutions
- Ability to use own judgement to make quick decisions

**Desirable Skills**:
Ideally you will also have the following skills or some experience in:

- Experience with supporting design of data models / data flows
- Experience of working with JIRA (or Azure DevOps or similar tools) within an Agile/Scrum environment
- Experience/understanding of software and data lifecycle management
- Ability to work as part of a team to develop and deliver end-to-end data warehouse solutions
- Data engineering experience using Python, SQL, Spark and AWS
- Educated to degree level (not essential, experience is key). Relevant numerate, technical or computer science discipline would be an advantage

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