IT Service Management Analyst
Posted 18 hours 31 minutes ago by Barratt Developments plc
Supporting the business and our divisional offices, our Head Office functions cover all departments from our Executive Board through to our support functions such as Group Design and Technical, HR, Health and Safety, IT, Sales and Marketing, Commercial, Procurement, Group Finance, Corporate Affairs, and Legal and Company Secretariat. We also have a specialised function - Barratt Partnerships.
While the work varies from team to team, our key requirements don't: you must be well organised, extremely helpful and resourceful, and able to use your initiative. You'll understand that what you do is important, and impacts on your team, the department, and the wider business.
As an IT Service Management Analyst, operating within an ITIL environment, you will be supporting the Service Delivery Managers with ensuring the smooth day to day running of critical Managed Services and systems provided and supported by our external partners and suppliers, as well as internal support teams. You will develop working relationships with individuals within our key suppliers, the business and other members of the IT team and act as an escalation for any issues, incidents, changes and problems. You will also provide cover to the Service Delivery Manager if they are unavailable.
This role will primarily involve supporting and driving improvement with our partner delivering ITIL processes, Service Desk, Desk side and Infrastructure services, but there will also be opportunities to work with a range of suppliers delivering a wide range of technologies.
Responsibilities- Working closely with our partner you will be responsible for the Joiners, Movers, Leavers procedures, processes and governance.
- You will communicate daily with our partners ensuring stock levels are maintained and incidents and requests are fulfilled within SLA.
- Drive daily reviews of customer satisfaction survey responses, driving remedial actions and improvements.
- Act as a technical point of escalation for the outsourced service desk, internal support teams and end users through to executive level.
- Support the Change Enablement and Service Delivery team ensuring change requests are raised and processed through the appropriate lifecycle and that all relevant information is captured.
- Responsible for the IT clinic monthly schedule ensuring locations have the appropriate stock and resources available.
- Oversee the Service Delivery incident, request and approval queues and escalating where required.
- Work with the appropriate IT teams and third party providers to scope and deliver ServiceNow ITSM improvements.
- Own major incidents and ensure that correct Incident Management and communication procedures are implemented.
- Support continuous improvement initiatives with internal and external service providers.
- Provide cover for the IT Office & Vendor Manager, raising purchase orders and maintaining the hardware and software inventory using preferred asset management toolsets.
- Attend divisional site visits to run IT clinics as per an agreed rota.
- ITIL V4 Foundation Certificate in Service Management.
- Knowledge and experience of ITIL Incident Management, Problem Management, Asset and Change Management processes.
- Good understanding of Service Management and Operations.
- Experience working within a fast paced, service delivery function.
- Excellent people skills - negotiation, listening and the ability to work effectively with all levels of the organisation.
- Intermediate/advanced skillset using Microsoft products such as Teams, Excel, Word, PowerPoint and Outlook.
- Experience of maturing and developing ServiceNow ITSM strategies.
- Strong analytical, organisational, multitasking and prioritisation skills.
- Innovative, flexible, positive 'Can Do' approach with confidence to express opinions constructively.
- Self motivated, able to remain focused when working to specific targets and deadlines.
- Excellent written, verbal and face to face communication skills.
Location - The role is hybrid with an expectation of 3 days in the office located in Bardon Hill (LE67). Regular visits to divisional offices across the UK are required on a rota basis.
Standard Hours - The role covers core operational hours of 07:00 - 18:00 Monday - Friday with the following shifts:
- 07:00 - 15:30
- 08:00 - 16:30
- 09:30 - 18:00
On Call - The role includes on call duty covering 18:00 - 08:00 Monday to Friday and all day on Saturday, Sunday and bank holidays, allocated on a rota basis among the IT Operations team. On call remuneration includes standby allowance plus hourly rate for call outs.
Benefits- Competitive Bonus Scheme
- Private Medical Cover - Single Cover
- Annual Medical Health Assessment
- 26 days' holiday (increases by 1 day for every 3 years of continuous service up to 29 days)
- First class pension scheme with up to 10% employer contributions
- Cycle to Work scheme, reduced hotel rate, discounts at major retailers
- Employee loans and savings accounts, house purchase discounts
- Enhanced family friendly policies including Parents and Carers leave
- Share buying scheme
We are a leading housebuilder committed to sustainability, diversity and an inclusive culture. We value the contributions of all employees regardless of gender, race, age, sexuality, disability or background. For more information about the broader Group Support Centre or career opportunities, please visit our website.