Service Delivery Analyst

Job Type:

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Job Title: Service Delivery Analyst

Location: York/London

Type of contract: Permanent

Band: I

About the team

The Change Management Team collaborate with all areas of the London Market business unit to design and build market leading capabilities across our people, processes and systems. Our goal is to embed lasting changes that deliver measurable benefit to our customers and help us reach our strategic goals.

Working on our team is exciting and fast-paced. We shape and build the future of the London Market. Our change team is split into different value streams who each own the strategy and delivery for their respective areas.

Service Delivery supports the value streams within London Market Change and this role plays a key role in supporting the BAU running of the core products and platforms within their remit.

The role

As a Service Delivery Analyst, you will be aligned to a specific value stream, but you may expect to flex to other value streams to support evolving business priorities.

You will need to be able to learn quickly, become an expert in how the products and platforms within your value stream work and in solving user problems. You will need a strong ability to support both internal and external stakeholders to keep the business running smoothly.

This role will require you to handle a wide range of activities on a daily basis. No two queries or problems look exactly alike. The ability to work independently and as part of a team, step up and take ownership, and context switch between different things effectively are therefore crucial to success in the role. The right candidate will be someone who thrives under challenge, loves learning new things, and shows tenacity in getting to the heart of a problem with a drive to make it better for the user and the business. This role will not suit you if you prefer to work from a set 'to do' list.

Key responsibilities

As a Service Delivery Analyst, you will:

· Become a Subject Matter Expert in the products/services available within the value stream and build a deep knowledge/understanding of the area of business/function that you support.

· Investigate the root cause of issues raised by system users.

· Handle end to end management of stakeholder issues, including general enquiries, system defects, change requests, data reconciliation, and process fixes.

· Liaise with third party software vendors to raise and coordinate and ensure the prompt resolution of tickets requiring their action.

· Manage the queue of change requests, issues and queries.

· Write requirements (user stories) to be shared with the Product Owner for prioritisation into a sprint or into 3rd party development cycles.

· Communicate with internal and external stakeholders, third party software vendors and your team/squad keeping them up to date on the queries/issues that have been raised, determining priority, managing expectations, and providing updates on progress towards resolution.

· Manage users, setting up new users and handling their credentials, onboarding new users, conducting regular user audits to ensure that access and permissions remain appropriate.

· Undertake UAT (User Acceptance Testing) testing, and provide business signoff for bug fixes, BAU (Business as Usual) issues or small changes.

· Attend and participate in sprint events – stand ups, elaboration, planning, reviews, and retrospectives.

· Raise any defects where stories / changes deviate from the requirements.

· Work with the Product Owner and Business Analysts to understand and create acceptance criteria.

· Identify opportunities to improve our service offering both internally and externally.

Must haves

· Excellent verbal and written communication skills, possessing the confidence to build strong relationships at all levels of the business, with stakeholders in a variety of locations and time zones.

· Analytical approach to work; able to ask the right questions to ensure requirements, rationale, and acceptance criteria are well understood.

· Enthusiastic, hardworking, and driven individual with a focus on providing the best possible service.

· Ability to prioritise and organise workload to meet tight deadlines, using analysis and data to support decision making.

· Ability to work independently and take ownership of a task from start to finish.

Nice to have

· Experience of operating within an Agile development environment.

· Experience of writing business requirements or acceptance criteria that can be picked up by developers and implemented.

· Experience of using change management software (e.g., JIRA).

· Qualifications in LEAN, Six Sigma, or Business Analysis.

· Understanding of Lloyd's of London and the London Market.

Work with amazing people and be part of a unique culture