Job summary
Are you looking for an opportunity to play an integral role in the support of IT services to the NHSBSA and our customers? We are looking for an ITSM Analyst to join our will support the collection and maintenance of asset data feeding both asset management and configuration will be based out of either Newcastle or Fleetwood, with occasional travel between the two locations.
What do we offer?
1. 27 days leave (increasing with length of service) plus 8 bank holidays
2. Flexible working (we are happy to discuss options such as compressed hours)
3. Flexi time
4. Hybrid working model (we are currently working largely remotely)
5. Career development
6. Active wellbeing and inclusion networks
7. Excellent pension ( employer contribution)
8. NHS Car lease scheme
9. Access to a wide range of benefits and high street discounts!
Please note that this vacancy may be closed early dependent on volume of applications. As a result, we would encourage you to submit your application as soon as possible.
Main duties of the job
10. Support the development, introduction, transition and day to day operation of ITIL service management processes, engaging with business colleagues, internal/external suppliers and key stakeholders as guided.
11. Support the adoption of Service Management policies, processes and procedures, ensuring they are in place for each function and are followed by all Service Providers with non-conformance reported and reviewed.
12. Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.
13. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.
14. Support the Service Asset and Configuration Management (SACM) process in the identification, control, recording, reporting, audit and verification of service assets and configuration items.
15. Complete daily SACM tasks in the ITSM tool SD+; support CMDB data validation with alternative data sources; support Snow data validation with alternative data sources; support internal asset and configuration management audits and external audit; support data modelling and the analysis of CI relationships.
16. Support the development of SACM processes and procedures, suggest areas for improvement and communicate SACM roles and responsibilities with stakeholders.
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.
Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.
As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.
We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.
Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
In this role, you are accountable for
Specialist skills
17. Support the development, introduction, transition and day to day operation of ITIL service management processes, engaging with business colleagues, internal/external suppliers and key stakeholders as guided.
18. Support the adoption of Service Management policies, processes and procedures, ensuring they are in place for each function and are followed by all Service Providers with non-conformance reported and reviewed.
19. Implementing standards and policies, pro-actively identifying and proposing improvements or enhancements to meet changing needs.
20. Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.
21. Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, and escalating as appropriate, any issues or conflicting priorities which may impact deadlines.
22. Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.
23. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.
24. Support the Service Asset and Configuration Management process in the identification, control, recording, reporting, audit and verification of service assets and configuration items.
25. Complete daily SACM tasks in the ITSM tool SD+; support CMDB data validation with alternative data sources; support Snow data validation with alternative data sources; support internal asset and configuration management audits and external audit; support data modelling and the analysis of CI relationships.
26. Support the development of SACM processes and procedures, suggest areas for improvement and communicate SACM roles and responsibilities with stakeholders. Staff
27. Mentor and coach other team members to enable the on-going personal development and growth of skills within the team. Financial Management
28. Maintain an awareness of financial and personal implications in the use of a range of resources Relationship Management
29. Engaging in partnership working with other individuals, groups and agencies.
30. Identify opportunities, engaging and fostering relationships and partnership working within the organisation, and with third parties, and cross government organisations to identify, influence and deliver value to the organisation Information Management
31. Implement, monitor and report on several areas including agreed service levels, KPI's and standards within team, reviewing individual and team performances including outputs from appraisals, development needs, and trends are identified, and anomalies understood and reports generated and delivered to agreed frequency, methods and processes.
In addition to the above accountabilities, as post holder you are expected to:
32. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.
33. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
34. Encourage an environment where your own and colleagues safety and well-being is promoted.
35. Contribute to a culture which values diversity and inclusion.
36. Follow NHSBSA policies, procedures, and protocols as they apply to your role.
37. Based in either Newcastle or Fleetwood with occasional travel between the two locations.
Working relationships
Responsible to: B6 IT Service Manager Service Asset and Configuration Management (SACM)
Key relationships and connections:
38. Team members
39. Service delivery teams
40. Business stakeholders
41. Service Managers
42. Suppliers
43. Peer Networks
Person Specification
Personal Qualities, Knowledge and Skills
Essential
44. Knowledge of implementing or working under the ITIL V4 framework.
45. Significant knowledge gained from working in a similar level role in an NHS or associated public sector environment.
46. A general and broad knowledge of current issues and advances across all IT disciplines.
47. Knowledge and experience required utilising Service Management toolsets.
48. Knowledge of ITIL V4 Asset Management and Configuration Management practices and processes.
Desirable
49. Experience of using project implementation methodologies.
50. Knowledge of the ITIL V4 framework in respect of other ITIL Lifecycles and processes.
51. A detailed knowledge of ITSM principles aims and their application.
52. Utilisation of Leading class IT Service Management tools.
53. Experience of using agile software development tools.
Experience
Essential
54. On-going Continuous Professional Development.
55. Oversee the analysis of KPI's, SLA measurements and the co-ordination of service improvement plans.
56. Proven knowledge of Service Operations ( Incident and Major Incident Management, Change Management, Problem Management, Escalation Management, Release Management, Supplier Performance, Customer Satisfaction, Governance of IT Services etc.).
57. Maintaining & supporting Service Asset and Configuration in addition to the Service Catalogue.
58. Managing contracted suppliers against a KPI and service management/improvement framework. Developing and reviewing report metrics.
59. Multi-tasking, working across multiple projects, analysing opportunities, defining successful approaches, and proactively solve problems.
60. Exposure to Asset Management and Configuration Management process and practice.
Desirable
61. Exposure to ISO27000.
62. ITIL based service management.
63. Experience of all Technology management disciplines and practices from an Enterprise Technology environment covering development/implementation and service delivery (support)
64. Demonstrable experience and knowledge of the other four ITIL Lifecycle stages (Strategy, Design, Operations and Continual Service Improvement).
65. Experience of working in a Service Asset and Configuration Management role.
Qualifications
Essential
66. ITIL V4 Certification to at least foundation level or appropriate ITIL bridge certificate
67. A-Level or HND In Computing related subject.
Desirable
68. Studying or have recently gained an IT related degree.
69. Relevant Professional Qualifications (ITSM body, BCS etc.)
70. ITIL V4 Intermediate Capability Stream in Operational Support and Analysis or Release, Control and Validation.
71. Certification in Agile Service Management.