Service Management Analyst
- Recruiter
- Confidential
- Location
- Nottingham
- Salary
- 30000.00 - 37500.00 GBP Annual
- Posted
- 27 May 2021
- Closes
- 22 Jun 2021
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Service Management Analyst
We are looking for a Service Management Analyst to join our Service Management function and be responsible for driving quality and operational efficiencies of IT service management, coordinating reporting as well as governance and management of activities within the Incident Management, Change Management, Problem Management and Service Transition practices.
As part of the Service Management role our team will be working closely with other technology teams to introduce continual delivery practices. The role will be heavily focused on designing and building new Service Management practices as we progress in our journey to continual deployment and Agile Practices.
Ideally, we are looking for a range of ITSM skill with a focus on Change management and Service Transition Management. However, as this role is covering all Service Management Processes some experience or expertise in any of these processes would be highly considered.
The successful application will join an existing team that includes great benefits and a competitive salary.
Incident Management
Investigate and support the management of Major incidents
Perform incident escalation evaluations
Co-ordinate and chair meetings as required to assist the Incident & Problem Manager where required
Manage all communications regarding escalated incidents and coordinate involvement of appropriate resources
Prepare, distribute and hold Post Incidents Reviews
Refer Incidents to the Problem Management Process as required
Out of Hours major incident coverChange Management
Produce the Forward Schedule of Change when appropriate
Ensure changes are logged and reported in the Service Management Tool
Facilitate the Change Approval Board (CAB) for the UK&I
Introduce continual delivery for Change Management
Prepare, distribute and hold Post Change Reviews for failed Change across UK&I
Responsibilities - Problem Management
Manage and coordinate all activities necessary to detect Problems that potentially affect the service level by analysis of Incident Management data and other available documentation
To assist the Incident & Problem Manager in coordinating activities necessary to identify Root & Contributing causes and the necessary groups that are involved to ensure preventative actions are identified and implementedEnsures creation and maintenance of a Known Error Database within a Service Management Tool
Service Transition Management
Interface with teams responsible for the service readiness activities and ensure the seamless delivery of requirements and management of risks during the project lifecycle. Identify key current and future issues whilst also ensuring compliance
Build and maintain robust relationships with stakeholders across all business areas.
Liaise with other business departments to facilitate and promote the use of the Service Transition governance framework
Ensure effective warranty and early life management for project deliveries.
Collate lessons learned from all Operational areas and feed into Delivery and the Service Management Team to ensure any actions are logged and trackedResponsibilities
Ensures that all relevant ITSM processes are defined, documented, maintained & communicated to all staff
Define and develop relevant ITSM process common metrics and reporting requirements
Maintain all documentation required to support IT Service Management Practices
Applying continuous service improvements across a wide range of activities
Support the Service Managers to ensure the smooth day-to-day running of the adopted ITIL processes
Provide support, guidance and training to the IT and Business communities as appropriate and assist with the promotion and communication of the key ITSM processes to all parties involved.
Run ITSM Projects to deliver the roadmap
Governance of the Service CatalogueSKILLS:
ITIL v3 or ITIL4 Foundation Certificate highly desirable
ITIL Managers / Expert Certificate desirable.
Previous experience in working within a similar ITIL based Service Management team role
Understanding of Agile/SixSigma/Devops development practices
Experience of continual service deployment/delivery
Experience in the use of Service Management software tools to support Service Management function (eg.Cherwell, Service Now, BMC or equivalent)
Excellent communication, presentation and customer service skills
Experience in working in a high paced, fast changing role. Some travel to other sites will be required.We're a superb company to work for, with great people, world class technology, market leading products, a culture of innovation and collaboration, and superb career prospects.
At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of FTS 100, RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries.
LexisNexis is an equal opportunities employer and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation or age
We are looking for a Service Management Analyst to join our Service Management function and be responsible for driving quality and operational efficiencies of IT service management, coordinating reporting as well as governance and management of activities within the Incident Management, Change Management, Problem Management and Service Transition practices.
As part of the Service Management role our team will be working closely with other technology teams to introduce continual delivery practices. The role will be heavily focused on designing and building new Service Management practices as we progress in our journey to continual deployment and Agile Practices.
Ideally, we are looking for a range of ITSM skill with a focus on Change management and Service Transition Management. However, as this role is covering all Service Management Processes some experience or expertise in any of these processes would be highly considered.
The successful application will join an existing team that includes great benefits and a competitive salary.
Incident Management
Investigate and support the management of Major incidents
Perform incident escalation evaluations
Co-ordinate and chair meetings as required to assist the Incident & Problem Manager where required
Manage all communications regarding escalated incidents and coordinate involvement of appropriate resources
Prepare, distribute and hold Post Incidents Reviews
Refer Incidents to the Problem Management Process as required
Out of Hours major incident coverChange Management
Produce the Forward Schedule of Change when appropriate
Ensure changes are logged and reported in the Service Management Tool
Facilitate the Change Approval Board (CAB) for the UK&I
Introduce continual delivery for Change Management
Prepare, distribute and hold Post Change Reviews for failed Change across UK&I
Responsibilities - Problem Management
Manage and coordinate all activities necessary to detect Problems that potentially affect the service level by analysis of Incident Management data and other available documentation
To assist the Incident & Problem Manager in coordinating activities necessary to identify Root & Contributing causes and the necessary groups that are involved to ensure preventative actions are identified and implementedEnsures creation and maintenance of a Known Error Database within a Service Management Tool
Service Transition Management
Interface with teams responsible for the service readiness activities and ensure the seamless delivery of requirements and management of risks during the project lifecycle. Identify key current and future issues whilst also ensuring compliance
Build and maintain robust relationships with stakeholders across all business areas.
Liaise with other business departments to facilitate and promote the use of the Service Transition governance framework
Ensure effective warranty and early life management for project deliveries.
Collate lessons learned from all Operational areas and feed into Delivery and the Service Management Team to ensure any actions are logged and trackedResponsibilities
Ensures that all relevant ITSM processes are defined, documented, maintained & communicated to all staff
Define and develop relevant ITSM process common metrics and reporting requirements
Maintain all documentation required to support IT Service Management Practices
Applying continuous service improvements across a wide range of activities
Support the Service Managers to ensure the smooth day-to-day running of the adopted ITIL processes
Provide support, guidance and training to the IT and Business communities as appropriate and assist with the promotion and communication of the key ITSM processes to all parties involved.
Run ITSM Projects to deliver the roadmap
Governance of the Service CatalogueSKILLS:
ITIL v3 or ITIL4 Foundation Certificate highly desirable
ITIL Managers / Expert Certificate desirable.
Previous experience in working within a similar ITIL based Service Management team role
Understanding of Agile/SixSigma/Devops development practices
Experience of continual service deployment/delivery
Experience in the use of Service Management software tools to support Service Management function (eg.Cherwell, Service Now, BMC or equivalent)
Excellent communication, presentation and customer service skills
Experience in working in a high paced, fast changing role. Some travel to other sites will be required.We're a superb company to work for, with great people, world class technology, market leading products, a culture of innovation and collaboration, and superb career prospects.
At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of FTS 100, RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries.
LexisNexis is an equal opportunities employer and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation or age