ITIL Analyst
Hybrid working – Stafford
£38,754 salary + Benefits
Staffordshire Police are looking for an ITIL Analyst to join the team to support the ITIL Service Lead in the implementation and monitoring of governance, processes and procedures. As the ITIL Analyst, you will be responsible for the day to day management of end user support in the live environment.
Responsibilities
* The provision of excellent IT customer services across the force;
* Effective end user communication;
* Monitoring user satisfaction;
* Managing complaints;
* The effective provision of first /second line support;
* Service desk;
* Problem and Incident resolution
* Remote user support;
* Understanding and representing customers within IT processes and governance structures (e.g. Change Advisory Board);
* Asset Management
* Service Transition and Onboarding
Skills and Experience
- Experience in a similar role
- Excellent communication and documentation skills
- Significant experience of overseeing IT changes and/or release management
- Experience in Supporting Service Transition
Day to Day
* Assist in identifying emerging and recurring problems and managing root cause analysis;
* Assist ITIL Service Lead with the implementation and running of all ITIL processes;
* Identify ways to utilise Continuous Improvement to streamline the performance of processes specific to this role, develop remediation and implementation plans, and report causes for under-performance;
* Analyse and assess impact, develop and document change requests
* Partnering with force commercial services, undertake regular comparisons of software license records against audit records of installations;
* Ensure a quality focused ethos across the team, and support the creation of templates and versioning control in all departmental policies and procedures;
* Ensure that workflows and Service Desk processes are consistent and follow ITIL best practice;
* Manage the ongoing collation and development of a singular procedure manual for all key IT support tasks, as part of the knowledge base;
* Champion and promote the proper use of process both within DDaT and outside the department;
* Adopt a culture of promoting customer service excellence;
* Provide timely and accurate management information to senior stakeholders and decision makers;
* Undertake analysis after release and set the plan for upcoming change
* Ensure any processes and standards specific to this role are well documented and understood throughout the department;
* Support service transition activity for updated and new ITIL processes
** MUST be eligible for SC Clearance **
Next Steps
If you have the relevant skills and experience and would like to find out more about this role, please apply with your up to date CV and I will endeavour to get back to you.