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Service Mgt Analyst
Aberdare, United Kingdom
Job Req ID: 49412
Function: Service
Location: Cornwall
Salary: Competitive + Benefits
Job Description
Why this job matters
The role of the Service Management Analyst sits within the Service Management team on the Devon and Cornwall Police Managed ICT Contract.
The purpose of the Service Management Analyst role is to provide support to other processes that sit within the team.
This role is primarily accountable for managing the submission of service requests and the governance of SIMAC (Soft Installs, Moves Additions & Changes). Responsibilities include developing and maintaining standardised templates and workflows for both IT and business service requests and the vetting of software request. The individual in this position will work closely with end users and stakeholders to gather requirements and translate them into clear, actionable IT service deliverables. Additionally, they will ensure adherence to governance policies, standards, and approval processes across all service request types.
What you'll be doing
• Support the all functional areas of Service Management to Devon and Cornwall & Dorset Managed ICT Contract
• Ensuring that all the support functions are carried out appropriately to minimise the number and impact of any related incidents upon the Customer’s service.
• Recommending and working with all Service aspects to help implement improvements to the process.
• Be cleared to the required security level to ensure compliance to contractual and governance requirements.
• Support all processes in ensuring continued ISO 20:000 2018 Standard accreditation is achieved for their process.
• To ensure that KPIs and SLAs for the process are accurately reported against and are exceeded or met.
The skills you will need
• The ability to interact successfully at all levels of the internal and customer organisations.
• Excellent communication and negotiation skills
• Strong ability to persuade and influence client and stakeholder relationships.
• Self-starter capable of working off own initiative.
• Highly customer focused with excellent interpersonal, influencing and communication skills.
• Good methodical and organisational skills
The experience needed for this role
• Proven track record of working collaboratively to develop better ways to work together.
• Thorough understanding of customer/contract or programme and knowledge of BT products
• Knowledge and experience of ISO20:000 2018 Standards, working in an ITIL conformant organisation.
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
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