Process Analyst - Operations Support in Milton Keynes

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The Operations Analyst will be primarily responsible for the day-to-day execution and management of the Incident Management processes. Working with key internal and external stakeholders, they will ensure that all incidents are managed and resolved to meet stringent Service Level Targets and Key Performance Indicators and that activities are executed by a diverse range of suppliers and colleagues to ensure adherence.

The geographical separation of our team means there is a need to travel between our two locations, to attend meetings with the Service Operations team and other members of the BDUK and customer organizations. The Operations Analyst will be expected to ensure that the process is followed regardless of the priority of the investigation at hand and will play an active role alongside the Service Operations Team Lead to manage Major incidents, and provide SME experience to further improve our established processes. The role will also provide cover for Service Operations Team Lead during periods of absence or heavy workload. The Operations Analyst will actively participate in a 0700 to 1900 hours rota so that Service Operations Management is available throughout business hours; additionally there will be a need from time to time to be available for out of hours support for Critical and Major Incidents.

Position Responsibilities

• Own and ensure management of the Incident lifecycle and full resolution of all Critical, Major (MI) and High Business Profile (HBP) incidents, ensuring communications are sent out in line with current processes.
• End-to-end responsibility for the management, communication, escalation, investigation and resolution of Major incidents, ensuring business and customer updates are timely and of sufficient quality.
• All MI or HBPs are fully investigated and a full Major Incident Review and resultant report is agreed and produced according to agreed timescales.
• Provide SQEP/SME support to the Incident team to ensure accurate prioritizing of incidents according to their impact and urgency and influence on the business.
• Ensure that all incidents are recorded correctly in the IT Service Management Toolset and where process is not followed recovery/improvement actions are instigated to drive lessons learned and prevent further reoccurrence.
• Be actively aware of the incident stack and monitor for any incidents that are stalled or close to breaching SLA, engaging with stakeholders to ensure that KPIs/SLAs do not breach, utilising escalation processes where inactivity is identified.
• Work with Service Level Management to understand any potential breaches that pose a threat to contractual obligations and be accountable for speedy action and resolution.
• Ensure that all incidents are fully investigated and that the Resolver Groups are providing full details of incident resolution in IT Service Management Toolset.
• Ensure the production of weekly, monthly and contractual reports and handovers in support of Incident Management activities.
• Host and represent at relevant meetings, including presenting at the Service Operations Daily Update or Service Review.
• Represent Incident Management in forums such as Customer Service Reviews and queue reviews.
• Own periodic reviews of process documentation and represent the process during Audit activities, both Internal and External.
• Expected to drive and input into the Continual Improvement of processes, ITSM toolset development, and team strategy.

Qualifications & Attributes

• Ability to gain SC clearance.
• Confidence and presence to chair meetings as required and manage difficult situations to a satisfactory conclusion as they arise.
• Customer Focus: Develop and maintain strong relationships inside the organisation, actively seeking information to understand the Business goals and be contractually aware of the statement of requirements.
• Experience and understanding of stakeholder structure and the variation in each Service in relation to current programmes of work.
• Ability to communicate and form working relationships with key stakeholders, third-party suppliers (where appropriate) and Support Teams, working with and supporting other key ITIL process owners and support teams delivering an integrated service.
• Good communications (written & verbal). Using the most appropriate method to communicate information after analysing needs, listening effectively, demonstrating understanding and clarifying meanings.
• Ability to remain calm under pressure or through demanding challenges.
• Good analytical skills. An understanding of priorities and situations by collecting and analysing information, summarising findings to manage development progress in a positive and collaborative manner.
• Is able to make use of and apply job practices, techniques, standards, principles, theories, and concepts.
• Is able to work under general supervision, with no instructions needed for routine work. Receives general instructions for special assignments. Work is reviewed for sound technical judgment and overall adequacy.
• Contributes to the completion of specific project milestones. Interacts with internal personnel & external customers on routine matters.
• ITIL qualified, and able to demonstrate knowledge of ITIL Service Management practices.

Benefits

• Competitive salary and annual incentive plans.
• Continuous learning — you'll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you — we'll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Diverse and inclusive culture — you'll be embraced for who you are and empowered to use your voice to help others find theirs.
• 23 days plus UK public holidays and a Winter Break between Christmas and New Year.
• Pension Plan with up to 10% employer contribution.
• Company paid BUPA Medical Plan.
• Short Term Sickness: 100% pay for the first 26 weeks.
• Long Term Sickness: 66.67% of annual salary from 27th week.
• 6x annual salary life insurance.
• Learning Together Programme to support your ongoing personal and career development.
• Access to Boeing's Well Being Programs, tool and incentives.
• 6 weeks paternity leave.