The IT Operations Centre Tooling Analyst will provide operations centre tooling expertise and support to the IT Operations Centre. This role will assist in the coordination, testing, and implementation of new processes, reports and business systems. This role will manage the analysis and development of IT operations centre solutions, to assure the effective use of all existing tools, whilst enhancing their use to best meet business needs.

This role will implement and monitor tracking systems for IT contractual agreements as well as provide documentation and analysis of reports for these. This role will also archive, file and extract information from multiple Office tools and databases.

Responsible for the support, administration, maintenance and configuration of multiple enterprise wide operations centre tools

Providing appropriate support, assistance and guidance to IT Operations Centre staff, and conducting one-on-one training as required

Provision of second line support of third-party software used in L&G and liaising with third party suppliers as well as providing subject matter expertise through advice and guidance on the correct application of technologies

Providing software configuration and customisation including, but not limited to: screen tailoring, workflow administration, report setup, data imports, integration, custom scripting and third-party software integrations

Responsible for contributing to capacity, availability, problem management, change management and knowledge management activities within the team, and undertaking Continual Service Improvements as a day to day activity

Actively identify risks, ensure they are appropriately logged and tracked at the appropriate forums, and take appropriate action to mitigate or resolve

Define, develop and deliver processes and systems to ensure a consistent and good level of service that means customers’ expectations are met, is consistent with what we have communicated and is aligned to L&G’s Customer Experience and Treating Customers Fairly policy.

Continually work to build effective, positive working relationships with both our Third-Party Service providers and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner

Qualifications:

ITIL Foundations Certification

Demonstrable ITSM experience

Exposure to and understanding of using ServiceNow or other ITSM tools

Knowledge:

Detailed knowledge of Demand Management, Capacity Planning, Major Incident Management and Continual Service improvement

Knowledge of the ITIL Service Management framework and the impact on the service delivery

Knowledge of Agile best practice and how to apply it to product development / enhancements

In-depth understanding of the product and its place in the delivery of service

Skills:

Ability to prioritise, organize and manage a complex and sometimes conflicting workload, and to work well under pressure

Ability to anticipate business needs and to exceed expectations

Ability to build relationships with the appropriate stakeholders.

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.

For further information regarding this role please contact Lynn Morriss (lynn.morriss@landg.com) OR Reesa Berry (reesa.berry@landg.com)