Service Analyst

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

Job summary

A leading creative digital agency in England is seeking a Digital Service Analyst to join their Digital Service Delivery Team. This role focuses on supporting services across the service delivery lifecycle, including incident, problem, change, and configuration management. The ideal candidate has at least two years of relevant experience and knowledge of the ITIL service lifecycle, as well as technologies like .NET, SQL, and HTML support. This position offers the potential for growth into a Service Manager role.

Qualifications

• Two years’ relevant Service Analyst experience.
• Knowledge of ITIL service lifecycle.
• Willingness to obtain ITIL Foundation certification if not already accredited.

Responsibilities

• Monitoring and management of service transactions to meet service targets.
• Challenging and escalating failures in process or unsatisfactory performance.
• Liaising with business customers and/or internal escalations.
• Participating in wider aspects of Service Delivery.
• Ownership of service improvement items.
• Dealing with challenging and conflicting priorities.
• Leading Service Measurement/Reporting/Improvement.

Skills

Service Management

Incident Management

Problem Management

Change Management

Configuration Management

Service Reporting

Service Improvement

Education

ITIL Foundation certificate

Tools

.NET

SQL

HTML support

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