Service Analyst

HPCareers Ltd; Leeds; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading Creative Digital Agency in the United Kingdom is seeking a Digital Service Analyst to join their team. This role involves supporting service delivery, management of service transactions, and improvement of processes. Candidates should have a minimum of two years’ experience in a service analyst role and knowledge of ITIL frameworks. Familiarity with technologies such as .NET, SQL, and HTML support is advantageous. This position offers potential for growth into a Service Manager role.

Qualifications

• Minimum of two years’ relevant Service Analyst experience required.
• Understanding of ITIL service lifecycle is essential.
• Familiarity with .NET, SQL, and HTML support is beneficial.

Responsibilities

• Monitor and manage service transactions to meet service targets.
• Escalate process failures or unsatisfactory performance.
• Liaise with business customers for service improvement.
• Participate in service delivery meetings and management.
• Own service improvement items like problem tickets.
• Handle conflicting priorities effectively.
• Lead service measurement and attend service reviews.

Skills

Service Analyst experience

ITIL service lifecycle knowledge

.NET knowledge

SQL knowledge

HTML support

Education

ITIL Foundation certificate (or willingness to earn)

Job description

HPCareers - The Personal Approach to Search and Selection

HPCareers are now supporting our highly reputable and prestigious Creative Digital Agency client in their recruitment for a Digital Service Analyst. This role will join the Digital Service Delivery Team to support services across the entire Service Delivery lifecycle, leading or assisting with Incident / Problem / Change and Configuration Management, as well as Service Reporting, Service Improvement and other service processes.

This is primarily a Service Management role, and there is no requirement to undertake technical support directly. However, an understanding of technologies including .NET, SQL, HTML support, and/or data centre technologies will be beneficial. This role has the potential to develop into a Service Manager.

Accountabilities

• Monitoring and management of service transactions to meet service targets
• Challenging/escalating failures in process, or unsatisfactory performance
• Liaising with the business customer and/or internal escalations as appropriate
• Participating in wider aspects of Service Delivery, e.g. attending the Change Advisory Board (CAB), Project Handover meetings, Major Incident bridges, Problem post-mortems; assist with management and delivery of code releases, maintenance windows etc.
• Ownership of service improvement items, e.g. problem tickets, changes, challenges to processes etc.
• Dealing with challenging and conflicting priorities
• Leading Service Measurement/Reporting/Improvement, and attending service reviews to provide solutions and recommendations

Job Requirements

• Two years’ relevant Service Analyst experience
• Knowledge of ITIL service lifecycle, ideally ITIL Foundation certificate, or willing to sit this examination quickly
• Knowledge of technologies including .NET, SQL, HTML support