Job Description - Service Assurance Analyst (047331)
Service Assurance Analyst
Salary - circa £35,000 (dependent on skills & experience)
Location – Pier Walk
Contract Type – Permanent
The role requires you to be able to access confined operation sites at bus garages and rail stations. Some unsocial hours and working outside is also a part of the role.
A full driving licence is required.
Job Purpose
The Service Assurance Analyst role supports the Service Assurance & Testing Manager by undertaking activities such as field testing, witness events, data analysis, Assurance and audits as limited examples to enable supplier and services to move into live operation.
A key business activity is the Fares Revision Process which requires dedicated time for integration and Go Live field testing. The Service Analyst supports the day-to-day operation of services. They are responsible for supporting the management of (but not limited to) service levels and contracts across all suppliers (including internal resources) within their portfolio.
This encompasses the management of service transition into the live environment, contract management, and relationships with internal teams and external suppliers where applicable. The role also includes maintaining the integrity and operations of the on-bus ticketing equipment.
Key Accountabilities
* Accountable for delivery of assigned tasks across the service lifecycle of the systems, services and technologies within their portfolio and ensure adherence to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
* Support the end-to-end successful transition of services to live operation including documentation of service requirements and service design packages, creation, review and maintenance of support and contractual collateral where relevant (including creation and ongoing maintenance of knowledge scripts and technical documentation).
* Ensure compliance with the appropriate Change, Release and configuration management processes for internal teams, projects and suppliers in order to protect the Live environment and minimise disruption experienced by customers, including audits and field testing where required.
* Accountable for ongoing day-to-day management, including maintenance, continuous service improvement and compliance of the knowledge/service request/configuration management functions.
* Accountable for other miscellaneous duties related to Technology Service Operations and as directed by the Service Performance Managers to support teams and systems in service strategy, design, transition, operations and continual service improvements.
* Communicate to users/customers and key stakeholders this includes - updating, monitoring, escalating and reporting on performance of the function.
* Completing field testing, witness events, audits and data analysing for all new or changed services providing assurance to the Performance Managers and Transition Teams as changes are implemented into the live environment. This work requires field testing to be done during unsocial hours (including weekends and out of core hours weekdays). It requires the service analyst to travel over the whole TfL network, as well as Contractors sites.
* Attend Bus Garages to ensure agreed management of bus ticketing equipment is being carried out by the bus operating staff. This requires driving to visit these sites and may require to be done during unsocial hours.
Knowledge
* Broad knowledge of TfL's and Train Operating Companies operating businesses & key interfaces within each business areas.
* Knowledge of commercial management best practice to ensure effective supply chain arrangements to deliver value, quality and reliability when transitioning services.
* An understanding of ticketing products, fares structures and policies and geography of the network that is covered by TfL revenue collection assets.
* Good understanding of assurance and testing methodologies and their application.
* Knowledge of IT applications in public transportation and its business environment.
* Demonstrable experience of day-to-day management of knowledge/service request/configuration management processes.
Skills
* Excellent interpersonal and organisational skills.
* Strong business administration skills to draft process documentation/requirements.
* Strong knowledge of Microsoft Office suite of applications.
* Proven ability in delivering Knowledge Management/Service Request Management/Configuration management.
* Sound knowledge of performance, data analysis and information management.
* Methodical process-oriented person with strong analytical skills interpreting data.
* Good commercial awareness as often testing may occur on non-TfL premises.
Experience
* Experience in testing functions in electro-mechanical devices & revenue collection systems.
* Experience in creating and interpreting complex data analytics and deriving information to take appropriate decision.
* Some roles in Customer Facing Payments Technology will require experience in completing audits and testing on revenue collection systems.
* Demonstrable experience of day-to-day management of service management lifecycle processes.
Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Application Process
Please apply using your CV and maximum two-page covering letter.
PDF format preferred and do not include any photographs or images.
The closing date for applications is Monday 20th January @ 23:59.
Please note we may close the advert early if we receive a high volume of applicants.
Benefits Include:
* Final salary pension scheme.
* Free travel for you on the TfL network.
* Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket.
* 30 days annual leave plus public and bank holidays.
* TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow.
* Tax-efficient cycle-to-work programme.
* Retail, health, leisure and travel offers.
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