Service Management Analyst - ServiceNow

Description:

Service Management Analyst - ServiceNow

Reference Number - 78527

This Service Management Analyst - ServiceNow will report to the Head of IT Operations and will work within the Information Systems directorate based in our Crawley office. You will be a 12 month Fixed Term employee.

You will attract a salary of £50,000.00 and a bonus of 7.5%. This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote

Close Date: 17/05/2024

We also provide the following additional benefits

Annual Leave
Personal Pension Plan - Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)
Tenancy Loan Deposit scheme
Tax efficient benefits: cycle to work scheme
Season ticket loan
Occupational Health support
Switched On - scheme providing discount on hundreds of retailers products.
Discounted access to sports and social clubs
Employee Assistance Programme.

JOB PURPOSE:

To oversee and improve the UKPN ServiceNow platform (known as MyIT).

To ensure MyIT is fit for purpose and is delivering an outstanding employee experience.

To work with company partners and vendors to identify and prioritise enhancement requests into roadmaps.

To manage UKPN's outsourced provider to ensure operations are meeting desired levels, and roadmaps are delivered to time and appropriate quality.

To also be part of the UKPN Service Assurance team, whose role is to ensure IS service providers (both internal and external) are delivering to appropriate levels of service and that governance is in place.

DIMENSIONS

Budget: no direct control or financial authority.

Results: delivery of operational scorecard including number of P1 incidents, incidents recovered within SLA, service requests delivered within SLA, internal customer satisfaction (CSAT)

DUTIES AND RESPONSIBILITIES

Accountable for MyIT end to end
Accountable for production and maintenance of MyIT roadmaps
Accountable for stakeholder management both of internal customers and service providers, and ensuring their needs are met.
Ensure requirements for MyIT enhancements are clear, documented and agreed with partners.
Assign priority of MyIT enhancements.
Accountable for management of outsourced service provider who manage MyIT on behalf of UKPN.
Accountable for continuous improvement and ensuring MyIT provides an appropriate capability to ensure that UKPN IS meets its customer satisfaction targets
Accountable for ensuring that MyIT provides a cohesive platform for use across UKPN's service management processes (such as Incident, Problem, Change, Configuration Management)
Accountable for the CMDB as the escalation point for any issues related to the Configuration Management process, Discovery and the CMDB.

DUTIES AND RESPONSIBILITIES OF THE WIDER SERVICE ASSURANCE TEAM

Ensure service performance is understood and action plans are in place to improve
Identify improvements to maximise internal customer satisfaction
Produce reports for IS operations and the CIO
Schedule and chair service meetings with 3rd party suppliers
Accountable for ITSM processes and that they are cohesive
Oversight of internal and external service providers
Liaise with all levels of support and assist in managerial and technical requirements for new projects
Manage ITSM tooling for UKPNQualifications

Bachelor's degree in Computer Science or related field
ServiceNow System Administrator Certification (CSA) desirable - with hands-on experience.
An in depth, operational knowledge of the ITIL framework, ideally qualified to Practitioner level
5 years' experience working in a large IT environment
Skilled in coaching people to build their capability and confidence in advising departments to deal with a range of information technology related issues
Experience dealing with demanding and complex requests
Experience with Service Management and Supplier Management
An ability to drive excellence and quality in all aspects of their areas of responsibility, identifying and embracing best practice
Confident operating and managing in an environment of change
Strong customer focus - demonstrating a thorough understanding of the customer need.
Strong experience of understanding complex business processes and identify opportunities for improvement

Health & Safety Responsibilities

Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.

Employees will ensure they understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.

If in doubt ask!

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace