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Service Integration Analyst

2 months ago

Newquay, United Kingdom King's Service Centre Full time

You must submit a cover letter with your application, without this, your application will not be shortlisted

You can only upload one document so you will need to include this into the same document as your CV.


Overview of role

The Service Integration Analyst will assist the Service Integration function at King’s College London in the day-to-day delivery of effective Service Management processes.


The role holder will primarily be involved in the following activities:

  • ITSM Toolset Administration & Improvement
  • Service Level and Performance Reporting
  • Knowledge & Data Quality Management


The role holder may also be required to take on support activities for the other areas of Service Management, as operational demand dictates, e.g. Incident, Problem, Configuration and Request Management.


Accountabilities


ITSM Toolset Administration & Improvement

The role holder will support the administration, enhancement, and optimisation of the ITSM toolset to ensure operational efficiency and effectiveness. Primary duties include, but are not limited to, creation and maintenance of Self-Service forms and Templates, onboarding new teams and members of staff, dealing with error alerts and approval escalations, and encouraging others to adopt best practices.

They will collaborate with the User Group, ITSM toolset Development Partner (Aim) and other stakeholders to understand requirements and assist in the testing of new capabilities prior to these being released.

Service Level and Performance Reporting

The role holder will assist in the analysis of Service Management and other data (available in Power BI) to identify trends and data quality issues, working with other Service Management colleagues and Data Services to implement corrective action where necessary.

They will also produce regular and ad-hoc performance reports, for both IT and non-IT areas, as required.

Knowledge & Data Quality Management

The role holder will create and maintain Service Management process documentation including process mapping diagrams and runbooks, always ensuring high levels of accuracy and quality are maintained.

They will also assist in the ongoing maintenance of the Service Integration SharePoint site.

Additional Responsibilities

Monitoring and following up on actions assigned to other teams.

Taking an active role in the Daily and Weekly Service Reviews, as required.

Assisting in the preparation of process related communications.

Assisting the Service Management team in their day-to-day interactions with other teams within the IT department and across the university.


Key skills and experience required

(E) – Essential

(D) – Desirable


Experience & Skills

Experience of Service Reporting within an IT environment (D)

Strong interpersonal, communication and report writing skills (E)

Strong analytical skills (E)

Ability to interact appropriately with stakeholders with varying levels of technical skill and seniority (E)

Technical awareness of an Enterprise Architecture / complex support environment (D)

Proficient and demonstrable documentation skills (E)

Effective time management skills, with the ability to work on multiple tasks simultaneously (E)


Training & Qualifications

  • ITIL4 Certified to Foundation Level (D) or prepared to achieve qualification (E)
  • Experience of using ITIL processes in the workplace (D)
  • The post holder should have a full Driving Licence (E)
  • Knowledge and experience of working in a HE environment (D)
  • Proficient in use of Microsoft Office products (E)
  • Experience of using BMC RemedyForce / BMC Helix (D)
  • Experience of using PowerBI and SharePoint (E)


Equality, diversity and inclusion


We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed.


This is in line with KCL.


Flexible Working Requests


For all our roles we are open to discussing the possibility of part time work, reduced hours, hybrid working and flexible start and finish times. Unfortunately, we cannot promise to agree to your original request, but we do promise not to judge you for asking and to consider the possibility.


Employee Benefits


  • Hybrid Working - Minimum of 5 days per month in the office
  • 10% Performance related bonus
  • 30 days holiday and a maximum of 8 public holidays (pro-rata) this includes 2 Wellbeing days per year.
  • Sick pay
  • 4 Discretionary Christmas Closure Days
  • Contributory pension scheme
  • Income protection scheme
  • Life Assurance cover
  • Service time - 3 Volunteer days per year
  • Free onsite parking & Bike racks
  • Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
  • BHN Extra Discounts
  • CycleScheme
  • TechScheme
  • Opportunities for formal training and professional certification
  • Free access to Linkedin Learning
  • Free access to Future Learn short courses
  • Potential for internal promotion and advancement