Service Analyst

Service Analyst (Professional Services)
GBP30,000 - GBP35,000 Excellent Benefits
North Greenwich, London

The role:

The service analyst is responsible for supporting the day to day operation of services. Roles that sit within the service owner areas are responsible for supporting the performance within the portfolio and the transition of new and modified services into the live environment. Roles that sit within the service operations area are responsible for supporting the management of ongoing performance and key service management lifecycle functions.

The roles are responsible for supporting the management of (but not limited to) service levels and contracts across all suppliers (including internal resources) within their portfolio, ensuring compliance with TfL Mandatory Standards and Policies throughout the lifecycle of the Service and achieving performance requirements and service level agreements. This encompasses the management of service transition into the live environment, contract management, and relationships with internal teams and external suppliers where applicable.

Key Accountabilities:

• Accountable for delivery of assigned output (e.g. demand, capacity, licence management, service lifecycle management, cost of services, processes etc) across the service lifecycle of the systems, services and technologies within their portfolio and ensure alignment to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Ensure reporting in relation to Service Lifecycle processes is communicated to important partners so that they have a current view of the status of services.
• Roles in the service owner areas will support the end to end successful transition of services including documentation of service requirements and service design packages, creation, review and maintenance of support and contractual collateral where substantial (including creation and ongoing maintenance of knowledge scripts and user documentation to ensure service desk are able to triage/manage incidents/events effectively etc.)
• Ensure compliance with the appropriate Change, Release and configuration management processes for internal teams, projects and suppliers in order to protect the Live environment and minimise disruption experienced by customers, including audits and field testing where required.
• Roles in service operations area are accountable for ongoing day to day management, including maintenance, continuous service improvement and compliance of the knowledge/service request/configuration management functions
• Accountable for other miscellaneous duties related to Technology Service Operations and as directed by the Service Performance Managers to support teams and systems in service strategy, design, transition, operations and continual service improvements.
• Communicate to users/customers and key partners this includes - updating, monitoring, raising and reporting on performance of the function
• Roles in the service owner areas will be accountable for completing audits and field testing for all new or changed services providing assurance to the Performance Managers and Transition Teams as changes are implemented into the live environment where applicable.

Key Interfaces:

• Work direct across the business in the provision and qualification of support services
• Product Managers, Service Owners, Business Architects, TfL Operating business
• Heads of Departments, Senior Management and up to Director level
• Project and Programme Managers in Technology and Data
• 3rd Party Suppliers and Support Providers

Knowledge:

• Knowledge of commercial management standard methodology to ensure effective supply chain arrangements to deliver value, quality and reliability when transitioning services
• Knowledge of ITIL processes (Foundation level qualification is desirable)
• Broad Knowledge of Service Management toolsets and processes.
• Knowledge of the TfL Business and its needs and requirements would be helpful
• Awareness of TfL's mandatory standards and operational procedures related to H&S, Access, Security and Fraud.
• Knowledge of IT applications in public transportation and its business environment.
• Knowledge of Public sector procurement rules and regulations is desirable

Skills:

• Roles within the service operations area will require confirmed ability in delivering Knowledge Management\Service Request Management\Configuration management using ITSM tools
• Good social and organisational skills;
• Strong business administration skills to draft process documentation\requirements
• Good interpersonal skills
• Tried analytical skills to interpret complex data to influence appropriate business decisions on the basis of this analysis
• Strong knowledge of Microsoft Office suite of applications, ITSM tools (Remedy/Hornbill/ServiceNow) and Business Objects reporting service
• Process re-engineering skills

Experience:

• Demonstrable experience of technology and data services in a complex, multi-site organisation, preferably in the public sector
• Demonstrable experience of crafting, implementing and maintaining Service Management processes in a large organisation would be beneficial.
• Demonstrable experience of day to day management of service management lifecycle processes.
• Demonstrable ability to run interactions between suppliers, internal teams and customers to reliably deliver quality services

Closing date for applications: Tuesday 19th September :59

Application Process

Please apply using your CV and a two page (maximum) covering letter.

Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your CV and cover letter reflects the requirements of the role you are applying for. Short listing will be carried out on the basis of answers to any pre-screening questions and the information on your CV and covering letter.

Please note: We reserve the right to close the application window early if we receive a high volume of suitable applications.
We aspire to be as diverse as the city we serve, and we welcome applications from all sections of the community.

Benefits

In return for your dedication and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area and role, but may include:

• Final salary pension scheme
• Free travel for you on the TfL network
• A 75% discount on National Rail Season Ticket and interest free loan
• 29/30 days annual leave plus public and bank holidays
• Private healthcare discounted scheme (optional)
• Tax-efficient childcare payments
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

Health & Safety Statement
All employees have a general duty in law to take reasonable care for the health and safety of themselves and of other persons who may be affected by their acts or omissions.

All employees must understand and be committed to Transport for London's Health and Safety Policy statement and the Company's safety priorities and be aware of their contribution to such priorities.
All employees must also be aware of and comply with the current health and safety legislation and other Company requirements that are relevant to their job.

Equality Statement
Transport for London values the diversity which exists in our city, and our aspiration is to reflect this diversity in our workforce. All employees must be aware of and committed to the Equality Policy Statement of Transport for London.

All employees must also be aware of and comply with other Company requirements associated with Equality and Diversity issues relevant to their job.

Crime & Disorder Statement

It is a statutory requirement for all departments in TfL to follow Section 17 of the Crime and Disorder Act 1998.

Section 17 requires authorities to consider the likely affect on crime and disorder and community safety in all that they do, and take action to prevent crime and disorder, substance misuse, anti-social behaviour and behaviour that adversely affects the environment.

TfL has voluntarily been committed to following Section 17 since 2006, but we must all make sure that it is considered in decision making, policies and procedures in the same way that equality and health and safety are.