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
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