Service Analyst

All offers of employment are subject to satisfactory right‑to‑work checks, and candidates must be able to demonstrate their legal right to work in the UK. In certain circumstances, TfL may sponsor Skilled Worker visas for roles and individuals that meet the required eligibility criteria, including those covered by transitional rules.

The role involves working in Service Operations within TP&O Technology Service Operations (TSO). Service Operations is responsible for supporting the management and ongoing performance of key service management lifecycle functions. The Knowledge Management team is responsible for the day‑to‑day maintenance of Knowledge Base Articles (KBAs) and Service Catalogue (SC) entries. The team supports internal and external teams to drive end‑to‑end service improvements and user benefits.

Key accountabilities:

• Accountable for delivery of assigned output (e.g. demand, capacity, licence management, service lifecycle management, cost of services, processes etc) across the service lifecycle of the systems, services and technologies within their portfolio and ensure adherence to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Cultivating close working relationships with both suppliers and internal teams to deliver and improve the user experience.
• Ensure reporting in relation to Service Lifecycle processes is communicated to relevant stakeholders so that they have a current view of the status of services, including any improvement opportunities.
• Support the end‑to‑end successful transition of services including documentation of service requirements and service design packages, creation, review and ongoing maintenance of knowledge scripts and technical documentation to ensure the service desk are able to triage/resolve incidents effectively.
• Accountable for ongoing day‑to‑day management, including maintenance, continuous service improvement and compliance of the knowledge/service request/configuration management functions.
• Accountable for other miscellaneous duties related to Technology Service Operations and as directed by the Service Performance Managers to support teams and systems in service strategy, design, transition, operations and continual service improvements.
• Communicate effectively to users/customers and key stakeholders including updating, monitoring, escalating and reporting on performance of the function.
• Accountable for completing audits for all new or changed services providing assurance to the Performance Managers and Transition Teams as changes are implemented into the live environment where applicable.

Knowledge:

• In-depth knowledge of Technology and Data Services or equivalent.
• Demonstrable knowledge of IT Service Management toolsets and processes.
• Awareness of the meaningful national and international legislation pertaining to the Government/Public Sector IT – e.g. GDPR, EU Procurement Directives and Freedom of Information Act.
• IT Service Management qualifications desirable, such as ITIL and its practical implementation in large organisations.
• Knowledge of the TfL Business and its needs and requirements.
• Awareness of TfL's mandatory standards and operational procedures related to H&S, Access, Security and Fraud.
• Demonstrable experience of day‑to‑day management of Knowledge Management processes.

Skills:

• Proven ability in delivering Knowledge Management using ITSM tools.
• Excellent interpersonal and organisational skills.
• Strong business administration skills to draft process documentation and requirements.
• Sound knowledge of performance, data analysis and information management.
• Strong knowledge of Microsoft Office suite of applications, ITSM tools (Remedy/Hornbill/ServiceNow) and Power BI reporting.

Experience:

• Proven experience of technology and data services in a complex, multi‑site organisation, preferably in the public sector.
• Proven experience of designing, implementing and maintaining Service Management processes in a large organisation would be beneficial.
• Demonstrable experience of day‑to‑day management of Knowledge Management processes.
• Has worked within the technology industry in an analytical role.

Equality, diversity and inclusion:

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Benefits:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class ticket for National Rail travel from home
• 29/30 days annual leave plus public and bank holidays
• Hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax‑efficient cycle‑to‑work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel