Service Analyst Needed in Telford

£8.45 per hour
31 Jul 2017
18 Aug 2017
Contract Type
Full Time
Project Description
Reporting to the CSO - Operations Centre Manager, the successful candidate will be responsible for reporting and management information analysis within the Service. Operations to assist and reduce the impact and occurrence of service issues through pro-active monitoring and analysis and reporting of services.

Role Description
Service Analysis, Service Variance, Trending and supporting Management Information Services - Provide informative, timely and accurate information to support CSOP Operations Centre and Cross Delivery Group Service observations. Analysis of data to look for trends and identify key performance indicators

Task Description
Production of Service Performance and Improvement
Recording / Tracking / Reporting of Service Performance Measures pertinent to the Delivery Group; identification of hotspots/areas for focus or remedial attention. Regular service reports and documents, including roadmaps Collation of evidence / collateral for use in the Cross DG Hotspot reviews. Analysis of service monitoring tool and dashboard information
and data, identifying potential issues, risks, trends and escalating where necessary. Proactively monitoring service tools and dashboards to aid the early identification of service issues and escalating where appropriate. Ensure and provide accurate analysis and interpretation of service monitoring tool and dashboard information and data, enabling the identification of potential issues.

Good Knowledge and understanding of analytical tools, data analysis principles and quantitative methodologies used to gain insights into the data and present findings and drive continual improvement.

Monitoring tools: Riverbed - Steel Central Portal, Splunk, Geckoboard, Mercury, Jira, Productivity Tools: SharePoint 365, Exchange, Microsoft Office 365, SWAY, Splunk

Skills Required
A basic understanding of infrastructures and previous experience of first line support for Windows XP, MS Office & all
MS based applications would be advantageous to this role but not essential, Understanding of how applications link together,
An understanding of, and certification in, ITIL is a key developmental activity

Mandatory Skills
The ideal candidate will possess excellent communication skills and have an analytical approach to problem solving. Excellent communication skills, be able to lead conference calls where necessary, Provide succinct and accurate communications/updates