Service Process Analyst

2 weeks ago


Preston, United Kingdom Forward Role Full time

**Service Process Analyst - Preston - £28K**
Forward Role have exclusively partnered with Key Group, who are market leaders in helping people finance a better retirement.
As a group, they operate across the full entire later life lending ecosystem, bringing together advice and distribution capabilities, product development and lending as well as adviser support services, tools and training, to provide a fully integrated service.
The Key Group are currently on an ambitious growth journey, with a variety of exciting tech transformations in the pipeline as the continue to stay at the forefront of the technology.
The company are based in impressive offices in Preston and can genuinely offer you a chance to be part of building something standout.
**The Role: Service Process Analyst
**Within this role you will report directly into the Service Delivery Manager and your focus will be implementing findings and then reviewing any changes to processes at a paper exercise level, but also the implementation into the ITSM tooling.
The role is very much an on-going continuous improvement role, with two way feedback and consistent reviewing highly important.

**Key Responsibilities**:
- Champion process improvement across the service offering
- Implement metric based KPI’s to assist the management team in ensuring the quality of the service offering and positive impact of process enhancements
- Own and manage the content of the Request catalogue.
- Work with SDM to ensure the content and lead times meet the business need.
- Work in and on the Service introduction process to ensure new services are supportable and communicated
- Liaise with the business to document, catalogue and agree service requirements, SLA’s & KPIs
- Design and implement new services into the service catalogue on our ITSM tool
- Manage the day to day configuration of our ITSM tool
**Ideal skill set / experience**:
- An IT background, either through experience or education
- Excellent written & verbal communication skills
- Strong organisation skills
- An analytic & data driven mind set, focus on metrics & KPIS
**Bonus points if you have**:
- Knowledge or experience with ITIL would be extremely advantageous
- Experience with Microsoft Viso, or similar process mapping software
- Skills or experience with continuous process improvement
**Service Process Analyst - Preston - £28K**

As an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of currentpermanent and interim opportunities as well as marketplace news and fun stuff.
Forward Role is operating as an employment agency.


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