Service Analyst

Location: Huntingdon / Farnborough, UK (Hybrid Working Policy)

Clearance: High level of security clearance - (DV - Developed Vetting)

Leidos is seeking a junior-level IT Service Management candidate to fulfil a Service Analyst role. Reporting to the Service Delivery Manager, you will contribute to the implementation of the ITSM processes and delivery of the service.

The role entails activities that include:

• Researching and analysing data and processes to identify service gaps, issues, and opportunities.
• Designing and documenting workflows and processes.
• Analysing customer and user feedback and reporting findings.
• Identifying opportunities and raising as CSI initiatives.
• Monitoring and measuring service performance, quality, and satisfaction.
• Providing training and support to service stakeholders and users.
• Tracking performance, reviewing feedback, satisfaction surveys, carrying out reporting duties and proposing CSI initiatives identified via the analysis work.

Your Role and Responsibilities:

The role entails activities that include analysing and reviewing as-is processes and procedures, process interfaces, performance levels, tools, and skills. We’re looking for an individual with strong analytical, problem-solving, and capacity and availability management experience who likes working with a broad range of stakeholders and users. You will also contribute to the wider community and share your skills and experiences.

You'll Bring These Qualifications:

• Minimum 2 years of demonstrated experience managing the implementation and operation of ITSM processes aligned with ITIL framework.
• UK Citizen with DV Clearance.
• Understanding of key ITSM processes to ensure that they are consistently deployed, executed, and continuously improved in alignment with business requirements.
• Must have directly demonstrated expertise in systems documentation.
• ITIL v3 certification(s) or ITIL 4 Foundation certification(s).

These Qualifications Would be Nice to Have:

• Experience with Government Service Management Framework processes.
• Ability to provide ITSM process training.

At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance. We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
• Dynamic Working

Commitment to Diversity: We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are: Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science. Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What Makes Us Different:

• Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe.
• Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team.
• People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing.