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- Tasks: Support seamless IT service integrations and enhance customer experiences during onboarding.
- Company: Davies Consulting is a diverse and inclusive workplace focused on continuous improvement.
- Benefits: Enjoy 25 days holiday, discounts at 800+ retailers, and enhanced parental leave.
- Why this job: Join a culture of innovation and problem-solving while making a real impact on customer satisfaction.
- Qualifications: Experience in enterprise IT support and knowledge of ITIL processes required.
- Other info: Remote work available; perfect for tech-savvy individuals looking to grow their careers.
The predicted salary is between 36000 - 60000 £ per year.
As a Service Operations Integration Analyst, this role requires a technical and service focussed support specialist to serve as a Subject Matter Expert for IT service(s) to support smooth and seamless integrations into the Service Operations Team. This role will actively engage with customers, especially during the onboarding of new services, applications and/or customers. The role involves fostering strong relationships and providing continuous support throughout the implementation phase, ensuring a smooth experience for customers as they adapt to new services.
Identifying gaps between current services and new services during the implementation and onboarding phase and addressing those directly whether through knowledge transfers, technical enhancements to support the new service(s) and/or updating process documentation and collaborating with the relevant teams to address those. You will adopt an automation-first, problem management-focused mindset for ticket management and resolution, focusing on addressing the root cause of issues not just the symptoms and prevent repeat occurrences to help minimize the transition of technical debt into the BAU Team.
You must have a customer focussed mindset for incident and request resolution, focusing on restoring service for impacted customers. You will provide support to major incidents working with the Operational Support Leads and other IT service managers and technical support staff as required. For complex issues, you will escalate to the wider Service Operations and Technical Operations team ensuring that all key information is collected to enable an effective handover between support teams. You will work with the wider Service Operations team to identify enhancements which can be made to be able to resolve issues within the Service Operations team without requiring escalation. In this role, you'll actively contribute to the culture of continual improvement, consistently seeking opportunities to enhance processes and procedures for overall efficiency and effectiveness.
Key Responsibilities
- Ensuring rapid resolution of incidents and requests with a customer service focus
- Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution
- Reduce repeat IT issues by helping to identify opportunities to resolve problems rather than addressing individual issues
- Liaising with other business and IT Teams where necessary to implement permanent fixes and solutions
- Manage business communications relating to your service(s) throughout the lifecycle of any issue
- Support the onboarding of new services and customers to ensure smooth transitions into live service
- Assess and compare legacy IT systems, processes, and tools from acquired entities against Davies' IT landscape.
- Work closely with business units to understand usability and impact of changes.
- Work with teams to map existing workflows and identify overlaps/gaps.
- Evaluate usability concerns when switching legacy systems to Davies' standards.
- In periods of low M&A activity, contribute to service improvements within the existing BAU support model, Document process refinements & standardization effort.
Skills, Knowledge & Expertise
- Experience working in a large organisation providing Enterprise IT support
- Experience working with ITIL processes for service management
- ITIL V4 foundation (v4 or above)
- Technical experience of administration and support of some or all of the following technologies:
- Windows servers (2016 and above)
- Windows desktop OS (10 and above)
- Mobile device management (e.g. Intune)
- Active Directory / EntraID for user/group management
- Microsoft 365 (Office, Teams, SharePoint, OneDrive)
- End user devices (laptops, mobile phones, printers)
- Understanding of LAN/WAN networking and firewalls
Job Benefits
Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Davies benefits and employee policies are ever-evolving. Currently some of our highlights include:
- Reward platform - discounts for over 800 retailers
- 25 days holiday (rising with service)
- EAP with virtual GP
- 2 x paid volunteering days
- Enhanced maternity and paternity leave policies
- Fostering friendly and fertility support employer
- Pension - matched contribution up to 5%
- Life Assurance (4 x basic salary)
- Development, training, and professional qualifications where applicable
Integration Analyst - Davies Consulting employer: Davies Consulting
Contact Detail:
Davies Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Integration Analyst - Davies Consulting
✨Tip Number 1
Familiarise yourself with ITIL processes, as this role heavily relies on service management principles. Consider obtaining an ITIL V4 foundation certification if you haven't already, as it will demonstrate your commitment and understanding of the framework.
✨Tip Number 2
Develop a strong understanding of the technologies mentioned in the job description, such as Windows servers, Microsoft 365, and mobile device management. Being able to discuss these technologies confidently during interviews will set you apart from other candidates.
✨Tip Number 3
Showcase your customer service skills by preparing examples of how you've successfully resolved incidents or improved processes in previous roles. This will highlight your ability to maintain a customer-focused mindset, which is crucial for this position.
✨Tip Number 4
Network with professionals in the IT service management field, especially those familiar with integration roles. Engaging with industry peers can provide valuable insights and potentially lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace Integration Analyst - Davies Consulting
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Service Operations Integration Analyst position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with IT service management, particularly any familiarity with ITIL processes. Mention specific technologies you've worked with that are listed in the job description, such as Windows servers or Microsoft 365.
Showcase Customer Focus: Since this role requires a strong customer service focus, provide examples in your application of how you've successfully resolved incidents or improved customer experiences in previous roles. This will demonstrate your suitability for the position.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the role you're applying for.
How to prepare for a job interview at Davies Consulting
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Operations Integration Analyst. Familiarise yourself with ITIL processes and the technologies mentioned in the job description, such as Windows servers and Microsoft 365.
✨Showcase Your Customer Focus
Prepare examples that demonstrate your customer service skills, especially in resolving incidents and requests. Highlight any experiences where you successfully managed customer expectations during onboarding or service transitions.
✨Emphasise Problem-Solving Skills
Be ready to discuss how you've identified and resolved root causes of issues in previous roles. Share specific instances where you implemented permanent fixes rather than just addressing symptoms.
✨Demonstrate Continuous Improvement Mindset
Talk about your commitment to continual improvement. Provide examples of how you've contributed to enhancing processes or procedures in past positions, particularly in a service operations context.
