At a Glance
- Tasks: Help design and implement user-centric Service Desk operations for a major transformation programme.
- Company: Join Capita, a leader in public service outsourcing with a focus on innovation.
- Benefits: Competitive salary, 23-27 days holiday, remote work, and volunteering opportunities.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Shape the future of service delivery while enhancing your skills in a dynamic environment.
- Qualifications: Experience in Service Design and problem-solving skills are essential.
The predicted salary is between 34500 - 52500 € per year.
Join Capita Public Service as a Service Desk Functional Analyst
Capita is seeking an experienced Service Desk Functional Analyst to support the design and implementation of Service Desk operations for a strategic client programme. This is a unique opportunity to contribute to a multi-phase transformation initiative focused on delivering high-quality, user-centric service experiences.
Reporting to the Capita Service Desk Functional Lead, you will assist in the development of Capita\'s Service Desk service design, ensuring alignment with client requirements and Capita\'s solution capabilities. You\'ll contribute to the Capita Service Blueprint and Operating Model, support the creation of Standard Operating Procedures and test scripts, and help ensure a seamless user experience across Capita and its strategic client.
Ready to help shape the future of Service Desk delivery in a major transformation programme? Apply now!
What you’ll be doing
- Contribute to the creation of the Capita Service Blueprint and High-Level Operating Model for the Service Desk
- Participate in workshops with client and third-party SMEs to support service integration
- Assist in developing detailed service designs with a focus on user experience
- Provide input to training and testing teams to ensure alignment with service procedures
- Support alignment of service design with Capita and ERP solution capabilities
- Present updates in the End-User Forum and gather feedback for iterative design
- Attend daily stand-ups and cross-functional meetings to support progress and issue resolution
- Respond to client and third-party queries regarding service design alignment
- Support quality assurance of service design and compliance with standards
- Contribute to service transition planning and dress rehearsals
- Assist in resolving service-related issues during early operational rollout
What we’re looking for
Essential Skills & Experience
- Experience in Service Design and Operating Model development for Service Desk operations
- Background in shared service environments and multi-party implementation programmes
- Understanding of phased service transitions and interim operating states
- Proactive problem-solving and issue resolution skills
- Experience supporting service transition and testing activities
- Ability to align service design with out-of-the-box technical capabilities
Desirable Skills & Experience
- Experience with Government Digital Service (GDS) methodology
- Experience with Oracle Fusion ERP implementations
- Familiarity with WCAG 2.2 Accessibility standards and testing tools
- Background in user experience-based service design
- Awareness of political and regulatory complexity in public service delivery
- Understanding of digital accessibility, inclusion and ethics
About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.
What\'s in it for you?
- Salary of up to £43,500 plus benefits
- Home-based position
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
Unlock Your Potential with Capita
At Capita, your career can take you wherever your ambition leads. You\'ll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth – offering exciting opportunities to expand your skills, explore new paths and advance your career.
What we hope you’ll do next
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
Equal Opportunities
At Capita, we’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss.
For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team – CPScareers@capita.com.
Service Design Functional Analyst in City of Westminster employer: Capita plc
Capita Public Service is an exceptional employer, offering a home-based position that promotes work-life balance while providing a competitive salary of up to £43,500 and a comprehensive benefits package. With a strong commitment to employee growth, Capita fosters a diverse and inclusive work culture, encouraging professional development through exciting opportunities and access to Employee Network Groups. Join us to be part of a transformative initiative that values user-centric service design and empowers you to make a meaningful impact in public service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Service Design Functional Analyst in City of Westminster
✨Tip Number 1
Get to know the company inside out! Research Capita's values, recent projects, and their approach to service design. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions related to service design and user experience. Think about how your past experiences align with what Capita is looking for, and be ready to share specific examples.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining Capita and contributing to their mission.
We think you need these skills to ace Service Design Functional Analyst in City of Westminster
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the Service Design and Operating Model development. We want to see how you can contribute to our user-centric service experiences!
Showcase Your Skills:Don’t forget to mention your problem-solving skills and any relevant experience in shared service environments. We’re looking for proactive individuals who can tackle challenges head-on!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your past roles and achievements, so we can easily see how you fit into our team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Capita plc
✨Know Your Service Design Basics
Before the interview, brush up on your knowledge of service design principles and operating models. Be ready to discuss how you can contribute to the Capita Service Blueprint and High-Level Operating Model, as this will show your understanding of the role and its requirements.
✨Prepare for User-Centric Discussions
Since the role focuses on user experience, think about examples from your past work where you successfully designed services with the end-user in mind. Be prepared to share these experiences during the interview to demonstrate your ability to align service design with user needs.
✨Engage with Real-World Scenarios
Familiarise yourself with common challenges in service desk operations and be ready to discuss how you would approach them. This could include problem-solving strategies or how you would handle client queries regarding service design alignment.
✨Show Your Collaborative Spirit
The role involves working closely with clients and third-party SMEs, so highlight your teamwork skills. Prepare to discuss how you've successfully collaborated in the past, especially in multi-party implementation programmes, to showcase your ability to work effectively in a team environment.
