The Technology Service Analyst supports the definition and management of service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions for production services. Acting as an operational interface between service providers and support teams they are responsible for implementing change requests, updating policies and procedures and supporting Technology Service Management in delivering high quality ITIL aligned services, systems, processes and documentation.

The Technology Service Analyst supports the definition and management of service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions for production services. Acting as an operational interface between service providers and support teams they are responsible for implementing change requests, updating policies and procedures and supporting Technology Service Management in delivering high quality ITIL aligned services, systems, processes and documentation.

Principal Accountabilities:

• Work collaboratively with Business Unit and functions stakeholders, key users and Technology Service support and delivery teams to ensure compliance with relevant policies and procedures is appropriately evidenced and changes are effectively communicated to all stakeholders
• Supports the definition of policy and procedure for operational production technology services and works to ensure their effective execution.
• Supports the assessment and review of changes to the production environments and works on the maintenance of effective documentation and change roadmaps and works to resolve identified conflicts and manage dependencies
• Monitors change requests, policy updates, process steps and software deployments to production environments. Creates content for and executes on associated communication requirements and complies with and supports others in related governance
• Maintains the technology service knowledge base, and acts as the custodian ensuring complete and accurate service documentation, CMDB records and Service Level Agreements
• Updates and issues performance reports, communications and measures and other related MI that demonstrates the effectiveness and control of the Service Management function, identifying risks, issues and opportunities for improvement.

Qualifications:

• ITIL Foundation Qualified preferred

Skills/Experience:

• Proven track record of working in a customer facing, process driven IT Operational role.
• Substantial IT Service Management best practice experience ideally within an outsourced environment.
• Sound planning & organisation skills.
• Develop, get buy-in and deliver approaches across the organisation and wider division and track record of building effective relationships.
• Excellent problem resolution, judgment, and decision-making skills
• Excellent interpersonal skills with the ability to successfully engage a broad range of individuals across various internal and external businesses and support functions

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.