At a Glance
- Tasks: Coordinate Major Incident activities and support service restoration efforts.
- Company: Join Correla, a forward-thinking company transforming the energy market.
- Benefits: Enjoy uncapped annual leave, private healthcare, and a generous pension contribution.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Make a real impact in a dynamic environment focused on innovation and sustainability.
- Qualifications: Strong communication skills and understanding of ITIL principles required.
The predicted salary is between 42525 - 51975 £ per year.
Correla are looking for a Service Management Analyst to join our team.
Salary: circa £35,000 (advertised salary achievable for a candidate fulfilling all role criteria)
Job Type: Permanent
About us
In March 2021, Correla was created, as an independently owned business to bring in private investment to fuel innovation in the centre of the energy market and beyond.
Correla is derived from correlation, we're all about exploring and enhancing relationships between data, people, and processes.
Our Saa S products and Managed Service solutions combine to power industry innovation, simplify an increasingly complex market, and deliver cost and operational efficiencies.
Our goal is to support industry transformation, to move to a net-zero future and to positively impact the end-consumer.
About the Role
- Support the coordination of Major Incident activities, assisting with stakeholder communications and ensuring actions are progressed to support the timely restoration of service.
- Participate in the 24x7 on-call rota, providing support for Major Incident Management activities as experience develops.
- Prepare and distribute clear, timely and customer-focused incident communications under the guidance of senior Service Management colleagues.
- Support the production of Major Incident Reviews (MIRs), documenting timelines, root causes, lessons learned and agreed improvement actions.
- Track agreed actions through to completion and provide progress updates.
- Produce regular service reports, dashboards and management information, identifying trends and highlighting potential risks or opportunities for improvement.
- Support the monitoring of contractual SLAs, KPIs and KPMs, escalating emerging risks where appropriate.
- Contribute to Continual Service Improvement (CSI) initiatives by analysing operational data, identifying improvement opportunities and supporting the implementation of agreed actions.
- Assist in maintaining Incident Management documentation, knowledge articles and operational procedures.
- Support the preparation of customer reports, service reviews, governance meetings and operational performance updates.
- Assist with ensuring Incident and Service Management processes are delivered in line with contractual obligations and internal governance.
- Provide support across Incident, Problem and Change Management activities, developing knowledge across all Service Management disciplines.
- Work collaboratively with operational and technical teams to develop Service Management knowledge and promote best practice.
- Develop knowledge and experience of ITIL Service Management practices, Major Incident Management and Service Governance through mentoring, coaching and practical experience.
- Build effective working relationships with customers, technical teams and operational stakeholders to develop confidence in stakeholder management
About You
- Service Management - Ability to operate effectively within a multi-customer, multi contract environment, understanding and applying differing service levels, governance requirements, and contractual obligations.
- Incident & Major Incident Management - Understanding of Incident and Major Incident Management principles and ITIL best practices.
Ability to coordinate Major incident resolution activities across multiple technical and business teams.
- Communication & Stakeholder Management - Excellent written and verbal communication skills.
Ability to communicate clearly and professionally with customers, suppliers, technical teams, and senior stakeholders.
- Analysis & Reporting - Analytical skills with the ability to interpret service data, identify trends, and make recommendations for improvement.
Experience producing service performance reports, dashboards, and management information.
Ability to utilise data to support Continual Service Improvement initiatives.
- Service Now Proficiency – Working knowledge of Service Now, with the ability to maintain data quality, produce reporting, and utilise the platform effectively to support Service Management processes.
- Problem Solving - Troubleshooting and investigative skills.
Ability to identify root causes, challenge assumptions, and support resolution activities.
Capable of working through complex issues in a structured and methodical manner.
What we offer
- Locate for your day
- Uncapped annual leave
- 5-10% Pension Contribution
- Private Healthcare
- Up to 26 weeks' full pay equal parent leave
- Wellbeing Services
• And more!
At Correla, we are committed to working towards being a more diverse and inclusive workplace where our people can truly be themselves.
We recognise the benefits of having talented people from a range of backgrounds and cultures who bring different perspectives, life experiences and diversity of thinking.
Our aim is to attract and retain the very best diverse talent to help create an exciting, innovative, and successful business that enables us to deliver an exceptional experience for our customers.
We would therefore like to encourage applications from people with varied skillsets and experience and from different backgrounds and sectors to help shape our future.
Correla is an Equal Opportunities Employer.
We believe in equality of opportunity regardless of race or racial group, ancestry, place of origin, ethnicity, sex, sexual orientation, gender identity, gender expression, gender re-assignment, age, record of offences, marital/civil partnership status, family status, pregnancy, maternity and paternity, religion/belief or disability.
We promise that your opportunity for employment with us depends solely on your qualifications and relevant experience.
Service Management Analyst employer: Correla
At Correla, we pride ourselves on fostering a dynamic work culture that prioritises collaboration and innovation. As a SaaS Product Operations Lead, you will benefit from our commitment to employee growth through continuous learning opportunities and a supportive environment that values your contributions. Located in a vibrant tech hub, we offer competitive benefits and a chance to make a meaningful impact in the realm of service excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Service Management Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Correla values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Correla might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Correla!
✨Direct Apply to Correla
Let's not forget to apply directly through the Correla website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Management Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Correla.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Correla. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Correla
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
