Service Analyst in London

Overview

Position Title: Service Analyst. Reports To: Head of Service Delivery & Improvement. Location: Leeds. Salary: Competitive + other benefits.

Main purpose

The Service Analyst role has been created to provide support provision in the coordination of service request triage across a number of client ITSM toolsets specifically related to ServiceNow. This role will also be accountable for carrying out data analytics, trend analysis, and the delivery of key client account reporting. This role will sit within the Service Delivery function, however will engage with a multitude of stakeholders across the Naviam Service Operations and across the wider business organisation(s).

Responsibilities

• Accountable for ticket management triage across 3 ITSM tool stacks as part of coordinating and supporting a number of major clients\\\’ service provision
• Updating ticket information within ServiceNow, triaging tickets across core customer, internal Naviam Service Operations Desk, and 3rd party ITSM tools
• Client Change Control Governance, raising changes and creating runbooks aligned to meet specific client documentation requirements and representation in client CABs
• Support the Service Delivery Managers in carrying out client service performance trend analysis, data analytics, documenting Continual Service Improvement opportunities as part of the end to end service provision
• Support the preparation of service performance documentation including RCAs, status reports, change requests, meeting minutes, and following up of any outstanding actions
• Act as a point of contact for day-to-day communication with a number of key client and internal stakeholders

Person Specification

The ideal candidate will be highly motivated with a proactive attitude and strong desire to build a career in IT Service Delivery within Enterprise Asset Management (EAM) and technology consulting. You will be eager to learn, adaptable, and possess strong interpersonal skills that enable you to work effectively with clients and internal global teams alike.

Skills & Personal Qualities – Required

• Service Operations – Experience within Service Operations/Delivery with a good understanding of ITIL functions (Incident/Problem/Change/Release and Continual Service Improvement)
• Communication Skills – Excellent verbal and written communication skills. The ability to effectively transfer key and complex information to all levels of staff, adapting the style of communication as necessary and ensuring that this information is understood.
• Analytical Skills – Ability to engage with stakeholders to identify information needs and to know how to obtain the relevant information. Ability to absorb, understand and quickly assimilate complex information and concepts and compare information from a number of different sources. Ability to identify and assess risk informing decision making
• Teamwork – Ability to work as part of a team and also using own initiative
• Tools – Strong Microsoft 365 Office experience (Word, Excel, PowerPoint, Teams) specifically high competence in Excel
• The candidate must have at least 3+ years experience specifically calling out the ITSM tool ‘ServiceNow’

Skills & Personal Qualities – Desired

• ITIL Foundation v3 or v4 accredited
• Familiarity with IBM Maximo or other EAM/CMMS platforms
• Strong interest in enterprise software, asset management, or end to end IT Service Delivery.

About Naviam

Naviam was founded to help businesses maximize the benefits of their software solutions over the lifecycle of their physical assets. Today, Naviam is a leading IBM Maximo Enterprise Asset Management partner for asset intensive organizations worldwide. As one of the few Maximo partners providing Enterprise Asset Management (EAM) and Asset Performance Management (APM) expertise across North America, Europe and Asia Pacific, we combine a local presence with global expertise to deliver tailored asset management solutions and trusted partnerships wherever you are on your maintenance journey. Our Naviam Cloud platform brings together best of breed solutions to future proof your modern business. We continue to grow our global footprint and we’re excited that you’re interested in joining us!

Job details

• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Other