Position Summary Job profile — IPAC UK — Analyst/Sr.Analyst Business area: Central Business Services (CBS) Job family: IT Service Management - Operations Your role The role primarily supports the UK, Swiss and Gibraltar geographies, with a broader North South Europe (NSE) remit. From a day-to-day UK/Switzerland/Gibraltar perspective, the key responsibilities revolve around supporting the core ITIL functions in Service Management, namely Change, Incident, Problem and Release. Additionally, this role will be the primary point of contact for any requirements for operational communications and will be responsible for producing and circulating reports on the performance of these core functions. The role requires a high level of attention to detail, understanding and ability to deliver ITIL best practice including excellent negotiation and coordination skills.The candidate will be expected to work regularly with technical and non-technical staff at all levels of seniority: Incident and Request Management : Assist the Operations Manager governing the end-to-end Incident and Request Management processes in order to ensure that all incidents and requests are progressed consistently according to their priority status. Problem Management : Assist the Problem Management lead with day-to-day problem tickets that result from BAU incident patterns or technical issues. Some scope here to get involved in the wider NSE Problem Management process and tooling stream primarily with ServiceNow Problem Management V2 module. Capacity Management : Assist in defining and supporting the governance of a Capacity Management process. At a high level, this will include defining the process whereby the current capacity management capabilities of core services are understood and documented and regular reviews are held in collobrations with Service Owners. Reporting : assist with the weekly and monthly reporting cadence on the above processes, primarily for UK CBS and also the wider NSE Operations reporting structure. About Problem Management UK (USI) The purpose of Problem Management is to manage the lifecycle of all problems from first identification through further investigation, documentation and eventual remediation. A problem is the underlying cause of one or more incidents. Problem Management seeks to minimise the adverse impact of incidents and problems on the business that are caused by underlying errors and to proactively prevent recurrence of incidents related to these errors. In order to achieve this, problem management seeks to get to the root cause of incidents, document and communicate known errors and initiate actions to improve or correct the situation. The objectives of the problem management process are to: To resolve problems quickly and effectively To ensure resources are prioritised to resolve problems in the most appropriate order based on business impact, urgency and severity To proactively identify and resolve problems and Known Errors thus minimising Incident occurrences To provide relevant management information Problem Management will also maintain information about problems and the appropriate workarounds and resolutions. 1.2 Compliance The scope of Problem Management includes underlying issues with all elements which deliver an ITS Service: Infrastructure, e.g. networks, servers, data, voice Business Applications, e.g. SAP, Manhattan Software, e.g. SharePoint, Microsoft Office Hardware and consumables, e.g. laptop, mouse Processes, e.g. Incident Management Service Management Tools, e.g. ServiceNow, SCOM The Problem Management team shall comply with this process. The ability of Problem Management to achieve compliance is dependent upon successful and timely input from all related teams and other processes, as documented by the interfaces between this and other processes. All teams will adhere to the Problem Management process, and the Problem Management team will oversee compliance. Responsibilities This role is undertaken by the Problem Managers within ITSM. The Problem Manager is accountable for the lifecycle of the problem and the creation and ownership of the associated Known Errors. Key activities include: Validating and confirming problems Ensuring that problems have been resolved Articulating Known Error risk for acceptance with the Service Owner and the Business The Problem Manager is consulted on Known Errors and Problems originating from projects that will be transferred into live operation. The Problem Manger owns the Problem Record and is responsible for ensuring it progressesthrough the Problem Management process. Validating, logging, categorising and prioritising Problems Responsible for the completion of the Problem lifecycle Identifying the Investigation Team Maintaining the Known Error Database (KEDB) Identifying Contributing Factors and Corrective Actions following a Major Incident Chairing Post Incident Review meetings and producing supporting documentation Chairing Weekly calls with customer facing teams and resolver teams Additional responsibilities regardless of team include: (IPAC) In addition to be able to work on your own using initiative and to manage third line support calls where necessary, you will be responsible for: Communicating findings to Problem investigation / Service Owners. Collect and analyze incident and request data to identify trends, patterns, and areas for improvement Generate regular reports and visualizations to illustrate trends, performance metrics, and areas of concern. Prepare Service Now dashboards Chairing Capacity calls with Service owners and vendors Sharing capacity report with Senior management Managing ticket lifecycle management Providing the business with best practice advice and support Demonstrates excellent communication skills, both listening and verbal. Competent in written communication skills along with presentation skills. Able to effectively communicate technical issues with technical and non-technical audience. Required to project a professional image always and show an interest in the external industry. Ensure service outage windows are recorded and are accurate Produces Availability statistics and reports Works with Service Owners to proactively enhance IT Service Availability Provides input into the analysis of availability performance against defined targets. Feeds into Problem Management process for Post Incident Reviews when Service Availability targets are not met. Works with Service Owner and IT Service Design Manager to ensure Availability targets are appropriate Primary source of management information on the Availability Management process Feeds into review of targets and stats on regular basis to confirm they are still fit for purpose Knowledge sharing/documentation Contribute to, produce and maintain processes, procedures, operational and architectural documentation, Assist in training new staff in technical processes and procedures Work with UK ITS leadership and applications teams in reviewing new documentation The responsibilities listed here represent a core set of duties for this position. Responsibilities may be added or modified based upon business needs. Other duties may be assigned by managers of this role at their discretion. Qualification: Education (degree): Bachelor’s/Master’s degree in Information Technology or equivalent industry experience Primary Skills: Good knowledge about the Infrastructure, Business applications, Softwares and Hardware comsumables, Processes and Service Management tools Must have good basic knowledge and experience of Onpremise and Cloud infra Process excellence Experience of using a ticketing system such as ServiceNow or HP Service Desk Experience of delivering operational services to end user Requires analytical ability to troubleshoot and resolve common Server environment problems. Drivingproblem solving discussions and provides suggestions. Keeps abreast of programs / certifications relevant to role. Proactively attends appropriate level's programs and gets certified. Regularly informs leadership of new process / modes of working which have produced tangible improvements. Effectively adapts communication style to achieve desired outcome amongst audience. presentations and contributes to client presentations. Drive Presentations with Vendors and Senior Management. Reporting and Data analysis. Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously. Familiarity with data analysis and reporting tools for generating insights from incident and request data. Strong analytical skills with the ability to assess and prioritize incidents and requests effectively Secondary Skills: Experience of ServiceNow (or another ticketing system) would be an advantage Assist in the development of detailed design documentation and deployment and operational support. Identify specific issues with migration or other directory technologies and have a basic understanding of how they interface Ability to communicate technical information to less experienced or non-specialist people, both verbally and in writing MS tools Technical Certifications: ITIL Foundation, ITIL Service Operations,ITIL Service Design CCNA/MCSA preferred Work Timings 9-hour shifts. Shift times will vary in accordance with business need. Tentative shifts (India time): 2 PM to 11 PM The team member should be willing to work in a rotating shift. About Deloitte “Deloitte” is the brand under which independent firms throughout the world collaborate to provide services in a geographic area. These firms are members of Deloitte Touché Tohmatsu Limited DTTL, a UK private company limited by guarantee. 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This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture. Our purpose Deloitte’s purpose is to make an impact that matters for our clients, our people, and in our communities. We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. Learn more about Deloitte's purpose, commitments, and impact. Professional development From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. Requisition code: 155756