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- Tasks: Manage service requests and incidents while ensuring smooth operations and improvements.
- Company: Join Sopra Steria, a leader in digital solutions for government clients.
- Benefits: Enjoy 25 days annual leave, life assurance, and a 6% pension.
- Why this job: Make a real impact on national security through innovative service management.
- Qualifications: Knowledge of ITIL processes and experience in an IT service environment.
- Other info: Flexible working options and a commitment to diversity and inclusion.
The predicted salary is between 25000 - 35000 £ per year.
We are looking for a proactive and detail-oriented Service Analyst to join a team of analysts and administrators supporting a range of contracts against agreed service level targets. This role has a particular focus on licence management, asset management, and procurement, while also supporting wider service management activities including incidents, changes, requests, and problem management. The successful candidate will help ensure service processes run effectively, records are maintained accurately, and opportunities for improvement are identified and acted upon. This is a collaborative role that involves working with internal teams, customers, and third-party suppliers to deliver a high-quality service and support continuous improvement.
What you will be doing:
- Manage and take ownership of service requests, changes, incidents, and problems, ensuring they are progressed and resolved in line with agreed service levels.
- Maintain accurate records of all activity, actions, and updates, ensuring clear documentation and effective tracking throughout each process.
- Support major incident handling, root cause analysis, and proactive trend analysis to identify recurring issues and recommend service improvements.
- Monitor, review, and audit service management processes using key performance indicators to ensure quality, compliance, and continuous improvement.
- Coordinate with internal teams and third parties to support change build, testing, implementation, and procurement activity, including raising licence purchase orders.
- Apply knowledge of ITIL-based service management practices, asset and configuration management, and service tools such as ServiceNow to deliver effective operational support.
What you will bring:
- Knowledge of ITIL service management processes and practices.
- Understanding of Incident Management, Asset & Configuration Management, and Change Management processes.
- ITIL Foundation certification or equivalent knowledge.
- Experience using Microsoft Office applications to an intermediate or advanced level.
- Experience working within an IT service environment.
- Good organisational skills and attention to detail.
- Ability to manage multiple priorities and maintain accurate records.
It would be great if you had:
- Microsoft MCP qualification or equivalent.
- Experience working to service level agreements (SLAs).
- Familiarity with current developments and future direction within service management, and an understanding of how these can be applied in delivery environments.
- Good working knowledge of service management tools, techniques, and methods, particularly ServiceNow.
- Experience working as a Service Analyst in small to medium-sized service management environments.
If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
Service Analyst - License in Gosport employer: Sopra Steria
Contact Detail:
Sopra Steria Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Analyst - License in Gosport
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at networking events. Ask them about their experiences and any tips they might have for landing a role at the company.
✨Tip Number 2
Prepare for the interview by researching common questions for Service Analysts. Think about how your skills in ITIL processes and service management can shine through in your answers.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples of how you've handled incidents or changes in past roles, and how you can bring that experience to the team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining us!
We think you need these skills to ace Service Analyst - License in Gosport
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with ITIL processes and service management. We want to see how your skills align with the role of Service Analyst, so don’t hold back on showcasing relevant achievements!
Be Clear and Concise: When detailing your experience, keep it straightforward and to the point. Use bullet points for easy reading and ensure you’re clearly outlining your responsibilities and successes in previous roles. We appreciate clarity!
Show Your Passion for Improvement: Since this role focuses on continuous improvement, share examples of how you've identified issues and implemented solutions in past positions. We love candidates who are proactive and eager to enhance service quality!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, we can’t wait to hear from you!
How to prepare for a job interview at Sopra Steria
✨Know Your ITIL Basics
Make sure you brush up on your ITIL service management processes. Since this role heavily relies on Incident Management, Asset & Configuration Management, and Change Management, being able to discuss these topics confidently will show that you're well-prepared and knowledgeable.
✨Showcase Your Detail Orientation
As a Service Analyst, attention to detail is key. Prepare examples from your past experiences where your meticulous nature helped resolve issues or improve processes. This will demonstrate your ability to maintain accurate records and manage multiple priorities effectively.
✨Familiarise Yourself with ServiceNow
If you have experience with ServiceNow, be ready to discuss it! If not, take some time to learn the basics. Being able to talk about how you've used service management tools in previous roles can set you apart from other candidates.
✨Prepare for Collaborative Scenarios
This role involves working closely with internal teams and third-party suppliers. Think of examples where you've successfully collaborated with others to achieve a common goal. Highlighting your teamwork skills will show that you can thrive in a collaborative environment.