About the role
- Competitive salary
- Up to 17.5% annual bonus
- Remote working options available
We have a fantastic opportunity for a Technical Service Analyst to join our IT Division here at NFU Mutual. Supporting the Technical Service Owner, you will technically review proposed changes and assist with governance activities and major incident support. You will also to be the Technical Operations CAB representative for all changes and understand when specialist Technical Operations resources need to attend.
Some key accountabilities will include:
- Work with the Technical Service Owners to assist with: internal & external service reviews; technical governance activities; project/programme technical engagement; major incident support
- Technically assess changes to; identify impacts on Tech Ops functions (resiliency, asset, capacity, monitoring); assess any potential indirect impact to other systems/services/processes; identify quality, scheduling or technical challenges; assess the viability of the change, working with Architects, Project Managers and other SMEs to answer any queries, and; escalate to the appropriate IT resources to avoid unnecessary downtime or risk.
- Work with other Technical Operations teams in areas such as IT Service Continuity Management, Problem Management, Service Monitoring and Capacity Management.
- Create, review and administer Technical Operations process documentation and make recommendations for service improvements into Technical Operations Service Improvement Plan.
- Administer Technical Operations change approval requests and maintain a consolidated database of activity.
- Administer the Technical Service Ownership risk portfolio, escalating to Line Manager when appropriate.
- Identify, contribute, and deliver continuous service improvement for the supported technologies in order to optimise opportunities for automation and eliminate root cause of problems; in order to improve efficiencies and deliver customer expectations and business requirements.
- Deliver one-off projects and activities as required by and to the standards and outcomes agreed with Line Manager.
About you
As our Technical Service Analyst, you will evaluate operational impact of the implementation of software applications, minimising IT risk and meeting the agreed business requirements.
You’ll also be or have:
- Experience working in a 3rd line support technical support role, Wintel or networking experience preferred.
- Knowledge of NFUM IT infrastructure, networks and applications is desirable.
- Working experience of a supplier-customer environment and an understanding of the relationship between infrastructure, networks and application services is essential.
- Proven experience in a busy customer-focused IT environment.
- Demonstrable experience of managing and prioritising multiple requests across different environments to support different Business/Release/Project requirements.
- Good telephone manner and written communication skills with proven ability in customer service and influencing techniques
- Experience of working in a team where attention to detail is critical.
- The ability to assess the bigger picture and challenge assumptions made by others.
Qualifications
- Relevant IT professional or academic qualification at degree level or equivalent.
- Information Technology Infrastructure Library (ITIL) V3 Service Management Foundation or 4 Foundation (desirable)
Benefits and rewards
Here at NFU Mutual we pride ourselves on being “a great place to work” and have again been presented with the Gallup Great Workplace Award. Along with a supportive culture you can also look forward to some very attractive reward benefits such as:
- Competitive salary
- Up to 17.5% annual bonus potential
- Contributory pension scheme (company contribution up to 12%)
- 25 days holiday per annum plus bank holidays (additional holiday purchase scheme)
- Employee discounts
- Gym subsidy
- Health and wellbeing plan
- Discounted Insurance on a range of NFU Mutual policies
NFU Mutual are happy to offer its employees informal homeworking. Please contact us for further details.
About us
One of the UK’s leading general insurance and financial services companies, NFU Mutual has been meeting our customers’ needs for over 100 years. Our employees are important to us. We empower and inspire them to perform, offer opportunities to grow and we recognise and reward their contribution. They are proud to work for a company that respects them and broader communities, and they trust us to be financially sustainable, so we are successful now, and in the future.
Technical Service Analyst employer: NFU Mutual
NFU Mutual is an excellent employer that values collaboration and innovation, offering a hybrid work model that allows for 80% homeworking. With a strong focus on employee development and a supportive work culture, team members are encouraged to grow their skills in data analysis and coding while making a real impact on customer outcomes. The Stratford-upon-Avon office provides a vibrant environment where employees can connect with colleagues across various departments, enhancing both professional and personal growth.
