Service Analyst

Job Description

The Company:Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end-to-end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria isa trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges.Role: Service AnalystRole OverviewWorking as part of a team of analysts and administrators across a range of contracts to specific service level agreements.Key ResponsibilitiesManage and take ownership of all change/problem/incidents.Investigate problems, according to impact, through to resolution or error identification.Update the change/problem/incident records with all progress that occurs, including any actions to correct problems.Assist with the handling of MI - Major Incident and identifying the root cause.Review all implemented changes/problem/incidents to ensure that they have met their objectives.Analyse change/problem/incidents to determine any trends or apparent problems that occur and involve relevant parties where necessary.Raise problem records based on proactive trend analysis for clients to make recommendations for enhancements to processes and proceduresMonitor and audit the process, using qualitative and quantitative Key Performance Indicators.Schedule and attend meetings according to the process and Governance Structure.Identify any areas of difficulty or areas for improvement providing a quality service to the customer.Review the processes and make recommendations for improvements.Liaise with all necessary parties (including external 3rd parties) to co-ordinateChange building, testing and implementation in accordance with customers schedules.Manage all change/problem/incidents and escalate any issues to Problem/Change Manager.Essential SkillsKnowledge of ITIL service management processes and practicesKnowledge of Incident Management, Problem Management and Change Management ProcessesRecognized ITIL Foundation Computer Sciences Certificate or equivalentExperience and knowledge of MS office packages (at intermediate / advanced level), Lotus Notes and SMS or equivalentExperience of working on a helpdesk in an IT environmentDesirable SkillsMicrosoft MCP qualified or equivalentExperience within service level agreementsThe Service Analyst will have good working knowledge of the latest developments and future strategy for their area, and an awareness of its application within past and present Sopra Steria engagementsGood working knowledge and experience of associated service management tools, techniques and methods within their areaDemonstrable experience of working as a Service Analyst on small to medium service management environmentsIf you are interested in this role but not sure if your skills and experience are exactly what were looking for, please do apply, wed love to hear from you!Role: Full Time - PermanentLocation: HybridInternal Recruiter: Kanwal ToorSalary: £23000 - £25000Benefits: 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund.Although this role is advertised as full-time, we support different ways of working and can offer a range of flexible working arrangements. So, if youre interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equalityof opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status.If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application.