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- Tasks: Help design and implement user-centric Service Desk operations for a major transformation programme.
- Company: Join Capita, a leader in efficient public and private sector business processes.
- Benefits: Competitive salary, 23-27 days holiday, and flexible volunteering opportunities.
- Why this job: Shape the future of service delivery while growing your career in a dynamic environment.
- Qualifications: Experience in Service Design and problem-solving skills are essential.
- Other info: Inclusive workplace with diverse opportunities for personal and professional growth.
The predicted salary is between 30000 - 50000 £ per year.
Overview
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 u p 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.
Join us and discover a career with purpose. #CareersWithPurpose
Customer first, always Fearless innovation Achieve together Everyone is valued
What we hope you\\\’ll do next:
Choose \\u0027Apply now\\u0027 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
As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.
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Service Design Functional Analyst employer: Capita plc
Contact Detail:
Capita plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Design Functional Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service design approach and think about how your skills align with their needs. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in service design and user-centric approaches can benefit Capita. A confident and clear presentation of your skills can make all the difference.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the Capita team. Let’s get you that dream job!
We think you need these skills to ace Service Design Functional Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Service Design and Operating Model development. We want to see how your skills align with the role, so don’t hold back on showcasing relevant projects!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in service design or transitions. We love proactive problem-solvers, so share those stories that demonstrate your ability to resolve issues effectively.
Highlight User Experience Focus: Since this role is all about user-centric service experiences, make sure to emphasise any background you have in user experience-based service design. We’re keen to see how you’ve put users at the heart of your work!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just hit that 'Apply now' button!
How to prepare for a job interview at Capita plc
✨Know Your Service Design Basics
Make sure you brush up on the fundamentals of service design and operating models. Understand how they apply specifically to service desk operations, as this will show your potential employer that you're not just familiar with the concepts but can also apply them in a practical context.
✨Prepare for User-Centric Discussions
Since the role focuses on user experience, be ready to discuss how you've previously contributed to user-centric service designs. Think of specific examples where your input improved user satisfaction or streamlined processes, and be prepared to share these during the interview.
✨Familiarise Yourself with GDS Methodology
If you have experience with Government Digital Service (GDS) methodology, make sure to highlight it. If not, do a bit of research beforehand. Understanding this framework can give you an edge, especially since it's mentioned as a desirable skill in the job description.
✨Engage in Mock Interviews
Practice makes perfect! Conduct mock interviews with friends or colleagues, focusing on the specific responsibilities outlined in the job description. This will help you articulate your thoughts clearly and confidently, especially when discussing complex topics like phased service transitions and compliance standards.