SACM Process Analyst

Department: IT Services - Service Management

Employment Type: Permanent - Full Time

Location: Newquay, Cornwall, UK

Description

Overview of role: Service Asset and Configuration Management (SACM) is a process within the Service Management function. The SACM Process Analyst will work with the IT Service Asset and Configuration Manager to ensure the implementation and maturation of a robust and consistently applied Service Asset and Configuration process that underpins the IT support service to staff, students, and associates of the College. The post holder will assist in identifying, maintaining, controlling, and verifying assets of the university and managing how they connect hierarchically to form our systems. They will improve efficiency and service quality by aiding other Service Management processes through accurate and consistent asset and configuration data. They will also be responsible for ensuring the delivery of an efficient and high-quality Service Asset and Configuration Management function that delivers value to King’s College London’s customers.

Accountabilities

• To support the IT Service Asset and Configuration Manager in delivering best practice, providing valuable input, and assisting in creating and adopting lifecycle policy, process, procedure, templates, and work instruction documentation.
• Asset Management: Support the Manager in performing Asset Management tasks in line with the SACM Plans. Assist with internal and external audits as required. Help plan, monitor, and record software licenses and hardware assets to ensure compliance with vendor contracts. Ensure assets are procured, received, deployed, recovered, and disposed of according to King’s policies. Work with Senior SACM Analysts to manage BMC Helix queues, process new software requests, support King’s Service Centre, manage hardware inventory, advise on licensed applications, manage license renewals, and provide desktop support. Contribute to the IT knowledge base and documentation. Adhere to University IT policies. Assist in deploying applications across the estate. Report to the Service Asset & Configuration Manager.
• Configuration Management: Support SACM tasks in line with the SACM Plan. Ensure services are defined, mapped, and managed within the Configuration Management System (CMS). Adhere to SACM policies, raising breaches as needed.
• Other: Participate in strategic meetings and act on outcomes. Support continual service improvement (CSI) by identifying areas for enhancement. Build relationships with stakeholders. Be willing to develop new skills and take on challenges. Travel to other sites as needed. Maintain good interpersonal communication skills. Identify and communicate risks and opportunities.

Key Skills & Experience Required

• (E) – Essential, (D) – Desirable
• Confident to challenge and improve processes (E).
• Knowledge of software licensing (D).
• Knowledge of Windows and Mac OS (D).
• Attention to detail and organizational skills (E).
• Good communication and analytical skills (E).
• Ability to write technical documentation (D).
• Problem-solving approach (E).
• Experience within an ITIL framework (E).
• Understanding of a high-end IT Service Desk (E).
• Experience/understanding of SACM (D).
• Experience in a HE environment (D).

Training & Qualifications:

• ITIL v4 Foundation (E).
• Snow Atlas (D).
• BMC Helix (E).

Employee Benefits

• Hybrid Working - Minimum of 5 days in the office per month
• 10% Performance bonus
• 30 Days holiday + 8 public holidays (pro-rata)
• Sick pay
• 4 Discretionary Christmas Closure Days
• Contributory pension scheme
• Life Assurance
• Volunteer days (3 per year)
• Free onsite parking & Bike racks
• Annual leave purchase scheme (up to 10 days)
• Student Discount (Totum, Unidays, Student Beans)
• CycleScheme
• TechScheme
• Opportunities for training and certification
• Free LinkedIn Learning access
• Free Future Learn courses
• Potential for promotion

Equality, diversity & inclusion: We are an inclusive employer encouraging diverse applicants. We embrace diversity, supporting flexible working arrangements. We consider requests for part-time work, reduced hours, and flexible timings. We do not promise all requests but will consider them without judgment. This aligns with King’s College London policies.