Service Analyst

2 weeks ago

Warrington, United Kingdom Sopra Steria Full time

We are Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end-to-end service offerings in the market.

A role like this doesn’t come around too often and could just be the career move that you’re looking for. What’s better than a role which is highly rewarding and socially fulfilling?

As a Service Analyst you will be working as part of a team of analysts and administrators across a range of contracts to specific service level agreements.

**What will you be doing**:

- Manage and take ownership of all change/problem/incidents.
- Investigate problems, according to impact, through to resolution or error identification.
- Update the change/problem/incident records with all progress that occurs, including any actions to correct problems.
- Assist with the handling of MI - Major Incident and identifying the root cause.
- Review all implemented changes/problem/incidents to ensure that they have met their objectives.
- Analyse change/problem/incidents to determine any trends or apparent problems that occur and involve relevant parties where necessary.
- Raise problem records based on proactive trend analysis for clients to make recommendations for enhancements to processes and procedures
- Monitor and audit the process, using qualitative and quantitative Key Performance Indicators.
- Schedule and attend meetings according to the process and Governance Structure.
- Identify any areas of difficulty or areas for improvement providing a quality service to the customer.

**What you'll bring**:

- Knowledge of ITIL service management processes and practices
- Knowledge of Incident Management, Problem Management and Change Management Processes
- Recognized ITIL Foundation Computer Sciences Certificate or equivalent
- Experience and knowledge of MS office packages (at intermediate / advanced level), Lotus Notes and SMS or equivalent
- Experience of working on a helpdesk in an IT environment

**It'd be nice if you had**:

- Microsoft MCP qualified or equivalent
- Experience within service level agreements
- Demonstrable experience of working as a Service Analyst on small to medium service management environments

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you

**Role: Full Time - Permanent**

**Location: Hybrid**

**Internal Recruiter: Kanwal Toor**

**Salary: £23000 - £25000**

Benefits: 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund.

**Loved reading about this job and want to know more about our company?**

Sopra Steria supports the UK Government to tackle today’s biggest challenges. We combine technical expertise and delivery capability with vision to accelerate change and reinvent the way that Public Services are designed and delivered. We work with energyand integrity to build intelligent, highly secure, joined-up solutions that make a difference to everyday lives. We’ve been helping Government to make a difference for 50 years, creating common systems and approaches, enabling government to work across multipleagencies and radically transform how Public Services are delivered. Empowering Government to make a difference to everyone, every day.

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