IT Service Delivery Analist

Voor onze directe eindklant in Groningen is Harvey Nash op zoek naar een IT Service Delivery Analist

Startdatum:1 februari 2019

Duur: 5 maanden

Inzet: 40 uur per week

Bijzonderheden: CV en motivatie moet in het Engels.

Understand the requirements of the task, and deliver in line with the operational procedures and within service level agreements is fundamental to meet the ongoing demands of the business.
The role requires the jobholder to have regular interaction with business users, to aid with the understanding of operational requirements and issues, and also to provide technical expertise from time to time.
The role requires the jobholder to provide advice and guidance to other members of the client and the business from time to time.

IT Support Manager and Lead IT Service Delivery Analyst

The role requires the jobholder to work closely with the IT Support Manager and Lead IT Service Delivery Analyst.
The jobholder will also be called upon to offer advice and technical expertise to help the IT Support Manager, and the Lead IT Service Delivery Analyst, meet operational demands.
The role requires the jobholder to offer operational, analytical and technical advice and expertise, as well as undertaking tasks designated under the change programme.

Functie

* Oversight of IT services using MI and other diagnostic tools to identify trends, service delivery issues and resource constraints, reporting concerns as appropriate.
* Assists in the management of IT service issues and disruptions.
* Ensures timely and responsible resolution of service issues in line with agreed SLAs, including out-of-hours service disruptions (as deemed appropriate).
* Collate MI used to monitor the IT services with all relevant stakeholders.
* Responsible for producing the MI as input for relevant governance meetings.
* Assists with the on boarding of new services and the transition of services effectively through appropriate communication, stakeholder engagement, and application of business knowledge.
* Ensure that Service Delivery services are provided in accordance with business and IT needs, including the provision of resources, as agreed with the IT Support Manager and Lead IT Service Delivery Analyst
* Adheres to key service management processes (incident, problem, change, request), implementing aspects of these.
* Use the ITSM platform to obtain and interpret relevant MI data to understand service priorities, improve the operational effectiveness of services and to add additional value to the relevant business functions.
* Provide support to Agile Delivery teams to ensure a quality and timely outcome, highlighting concerns to Project Managers, Product Owners, Scrum Masters and IT Management as appropriate.
* Monitor work for our third party (AGT) team members, ensuring quality and timely delivery.
* Carry out tasks as defined under internal and external audits, ensuring audit and risk actions are completed within agreed timescales.
* Assist the Lead IT Service Delivery Analyst in managing relationships with key suppliers (where required), acting as an escalation point for supplier issues and assists with resolution of issues and incidents.
* Assist team members in management of stakeholders.
* Keep abreast of new developments within the industry; understand the impact of current affairs on the business strategy, and projects initiated.
* Propose improvements to (automate) processes, reports and procedures to ensure consistency, stability and reliability of systems is maintained, ensuring that all such work follows the standard change process.
* Responsible for compliance with the regulatory and legislative regime as it affects your role and for ensuring those risks are identified, reported and managed accordingly.
* In addition to the duties and responsibilities listed, the jobholder may be required to perform other duties assigned by his/her manager from time to time so long as such duties are within the scope and ability of the jobholder.

Profiel

The role requires a combination of ITIL related disciplines and skills, technical knowledge and understanding, analysis, project management and leadership skills, as well as strong achievement orientation and communication skills. Strong customer focus is essential. Has experience in the Asset Management or financial industry, and a similar level of experience in a support (or customer facing) role.

The role requires knowledge and a working practice of the following skills: Negotiating & Delegation, ITIL Practices, ITSM Tooling, Analysis Techniques, Change Management Methodology (Waterfall and Agile), Estimating and Planning, Software Development Life Cycle (SDLC).

The role requires knowledge of the following applications and business areas: Named applications within the Architecture, and their inter-dependencies; detailed knowledge of a large number of these. Named technologies within the Technology Strategy, Key business processes and the roles of all internal and external systems and stakeholders (inc. data providers), Industry trends and practices, Company (business) strategy.

To deliver the IT Service Delivery capability locally, regionally or globally, as appropriate, executing service delivery tasks within BAU, and under the change programme as appropriate.

To ensure that the business derives maximum benefit from supplier relationships, both internal and external.

The provide structured communication to customers and suppliers, including the planning, scheduling, measurement and control of IT service delivery, to the agreed levels of service.

To implement process improvements in line with the IT Strategy.

The role requires a combination of technical, analysis, design, project management and leadership skills as well as strong achievement orientation and communication skills.

Core capabilities

* Customer Focus
* Risk Management
* Planning, Organisation and Accountability
* Problem Solving (Decision Making)