Information Technology Operations Analyst

Position: IT Operations Analyst

Band: 3

Location: Liverpool, Birmingham, Newport

Term: Permanent

CCS: What We Do

We are the largest public procurement organisation in the UK. We help thousands of public and third sector buyers in the UK with over £20 billion being spent through our agreements each year. There has never been a better time to join CCS, as we aim to make public sector procurement as simple as possible through the digitisation of our workflows. We embrace the latest technology and invest in our people offering excellent career development opportunities. If you can see yourself contributing to this journey, supporting the public and joining our diverse team of over 800 colleagues, the next chapter of your career may be with our #CCSFamily.

Responsibilities

• Reporting to the Operations Manager, you are expected to demonstrate attention to detail, willingness to acquire familiarity with new applications and a collaborative attitude to enable delivery of an excellent end-to-end technology operations service for CCS customers.
• Ensure that we have adequate application maintenance and support plans in place and manage the external suppliers of these contracts.
• Be responsible for the availability, resilience and continuity of core Systems, managing to agreed SLAs and operational performance targets.
• Monitoring of core systems, identifying and proactively managing events before they become incidents which impact business operation.
• Be part of any major incident resolution process, including Incident trend analysis, root cause analysis, knowledgeable article updates and reporting.
• Provide support to the continuous review of business continuity plans for the Services and Systems delivered by the Technology Operations team.
• Work with the Service Transition Managers and delivery teams to ensure that Operational Acceptance Criteria and other Acceptance into Service checks are met, and that services are in a ready state to transition into Technology Operations.
• Sharing knowledge and skills with other team members through maintaining documentation.
• An understanding of Service Level Agreements and their application, and experience in defining and documenting SLAs and OLAs.
• Good understanding of ITIL 4 processes, likely backed up by intermediate qualifications (ideally those associated with delivery of Service Operation / Operational Support).
• Demonstrable experience analysing operational data, such as cloud service usage patterns, to provide service reports and trend analysis.
• Experience using Service Desk software, such as Zendesk, HaloITSM, Fresh or ServiceNow.
• Knowledge and understanding of Cloud technologies, such as Microsoft Azure and Amazon Web Services.

Success Profiles

This vacancy is using Success Profiles and will assess your behaviours and experience. You will be assessed against the following behaviours:

• Making Effective Decisions Level 2
• Seeing the Bigger Picture Level 2
• Delivering at Pace Level 2
• Changing and Improving Level 2

and how your previous experience and skills match the role advertised.

Technical Knowledge

Knowledge and understanding of ITIL4 practices and processes. Practical experience in use of Service Desk / Service Desk technologies.

CCS is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. Successful candidates are expected to work from one of the office locations listed. Our current office attendance approach requires a minimum of 26 days per quarter (approx 2 days per week, which may be subject to change) in CCS office locations or off site meetings with suppliers, customers, partners, networking / industry events. This is pro rata for those who work part time. Our smarter working principles mean that our people have the advantage of both office and offsite based collaboration and learning, as well as working from home. This way of working allows us to honour our commitment to being a responsible business, offer flexibility and better work life balance as well as ensuring we deliver our business with confidence and in accordance with our CCS values.

In return for your skills we offer:

• A discretionary non-contractual performance related bonus.
• Working remotely in addition to working in advertised office location.
• Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays.

At CCS, we actively support, promote and celebrate our differences for the benefit of our employees, suppliers and customers. CCS is proud to be an equal opportunities employer. CCS believes that diversity and inclusion is critical to our success and we seek to recruit, develop and retain the most talented people. We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact recruitment@crowncommercial.gov.uk.