Service Management Analyst

The Service Management Office (SMO) is looking for a motivated individual to join the team for a three-year fixed-term secondment as a Service Management Analyst. The SMO is expanding both in terms of scope and in terms of the quantity of work undertaken. The SMO promotes ITIL best practice across the full life cycle of services. This includes supporting change and problem management as well as the service design and transition process. It is focused around the services listed in the Service Catalogue and supported by service reporting.

A significant responsibility for this new role will be to assist the Service Transition Manager in transitioning projects into production services, using a standard design and transition process. The post holder will initially undertake service transition supervised by the Service Transition Manager. Over time, it is expected that they will be able to manage projects on their own.

For each project allocated to them, the post holder will facilitate the transition of all aspects of change, from the stage where a project is owned fully by a project team, through transition, to service management, where business-as-usual support services are delivered by the support groups. The post holder is responsible for ensuring that the impact of every element of the life cycle of developmental change is considered, from the time a project is confirmed to its eventual deployment, involving co-ordination of the processes of operational level acceptance, transition planning, support requirements definition, configuration and change management, performance and risk evaluation, test management, release, deployment, early life support and release review.

The post holder will take the lead in maintaining, publicising and promoting the IT Services problem management policy and process. They will ensure effective management and co-ordination of root cause analysis activities for problem resolution.

The post holder will assist in all areas of the SMO’s work. They will work with the Change Manager to support change management using the HEAT ITSM tool. As necessary they will manage the change process liaising with, and providing advice to, all relevant parties.

The post holder will be required to have well developed presentation and influencing skills in order to promote service management both within IT Services and within the wider University.

Training and coaching will be provided, but the ability to learn on the job is also required.

Essential selection criteria

  • Education to degree level or able to offer the equivalent in terms of professional training and experience
  • Minimum of two years’ experience working in an IT service environment within a complex and diverse organisation
  • Minimum of two years' experience in an environment providing support services
  • Have demonstrable experience and aptitude in working in a matrix organisation where effective and robust negotiating skills are used successfully while maintaining good working relationship with members of that organisation
  • Sufficient technical background to understand the different architectures of the core systems, and to understand the impact of new technologies
  • Experience of using ITIL processes
  • A willingness to achieve formal ITIL qualifications
  • Careful attention to detail and an ability to demonstrate an understanding of the need for standards in IT
  • The ability to plan, prioritise and organise work to meet tight deadlines
  • Experience of using project plans
  • An adaptable and flexible attitude towards the demands of their job
  • The ability to work within, and contribute to, a team environment
  • The ability to take forward work on one’s own initiative
  • Excellent analysis and problem-solving skills
  • The ability to communicate effectively with both technical and non-technical colleagues at all levels in both verbal and written communications
  • The ability to build and maintain effective working relationships with customers, users and colleagues within the team
  • Confident use of the Microsoft Office toolset (or equivalent), email and internet browsers