Service Delivery Analyst
Business Area: IT
Place of Work: Liverpool
Contract Type: Fixed Term Contract (12 months)
When you join USS, the size and scale of our pension scheme means you will have numerous opportunities to learn and develop your career. Given our size you'll have real autonomy and influence as you collaborate closely with a wide-ranging team of experts.
About the role
In your role as Service Delivery Analyst, you will make a meaningful and valued contribution from the outset. This role will provide a great opportunity to be a pivotal member of the Service Delivery team, providing essential support to the Service Delivery Manager and the broader IT Support Teams.
The role encompasses the production of reports, including daily, weekly, and monthly reports, as required by IT management. The Service Delivery Analyst will identify trends to highlight and address the root causes of recurring issues.
Key responsibilities include overseeing the daily operations of IT Change Management, ensuring all Change Requests (CRs) progress appropriately through the process before being presented at the Change Advisory Board (CAB).
Additionally, the Service Delivery Analyst will collaborate closely with Configuration Management and play a significant role in the procurement process for all hardware, software, and licensing, including renewals.
What you will be doing
As a trusted part of the IT you will be responsible for:
* Supporting the service delivery teams in ensuring all incidents and service requests are accurately recorded on My Support (Hornbill)
* Conducting reviews of calls to ensure the details align with service standards
* Reviewing processes and implement ongoing service improvement measures as needed
* Supporting the Configuration, Problem, and Change Management processes
* Ensuring all changes progress through the process and are presented at CAB as required
* Helping to maintain and update related change documentation
* Participating in internal and external audits providing assurance and evidence that USS have sufficient change structure and governance in place
* Producing and distribute CAB reports prior to each CAB
* Producing and distribute FSC report post CAB
* Creating and delivering of accurate IT reports, daily, monthly, quarterly and annual reports in the required format in conjunction with the Service Delivery Manager
* Assisting the Service Delivery Manager with trend analysis on Service Delivery performance – calls received, resolves and closed – and report to IT Management
* Investigating and identifying the underlying causes of IT incidents and problems, ensuring that issues are properly diagnosed and addressed to prevent recurrence
* Maintaining accurate records of all IT problems, including their symptoms, root causes, resolutions, and any relevant documentation, to support ongoing knowledge management
* Maintaining accurate records of all IT problems, including their symptoms, root causes, resolutions, and any relevant documentation, to support ongoing knowledge management
* Developing excellent customer relationships and attend regular service review meetings to discuss performance issues and concerns
* Engaging fully with the USS IT Teams, collaboratively and effectively
About you
We know that sometimes people can be put off applying for a job if they don't tick every box, if you're excited about working for us and have most of the skills or experience we're looking for, then please apply, regardless of whether you meet all the requirements outlined in this profile.
To be successful in the role you will have:
* Excellent communication and interpersonal skills with customers at all levels
* Excellent planning and organisational skills
* Ability to engage with others, in other teams and work collaboratively
* Working independently and as part of the wider team
* Manage workload effectively ensuring deadlines are met and issues flagged
Why join us?
At USS, every individual contributes to building a secure financial future for our members and their families. We strive to create a work environment where everyone can thrive professionally while making a meaningful impact on the lives of others. We're also committed to helping you build your career by providing opportunities for development. We put a focus on recognising and supporting each individual's unique career path, driving this forward with the support of an engaged and proactive management team. Here at USS, we want you to thrive in and out of work with a friendly team, flexible culture and excellent range of benefits!
How we will reward you
* Great starting salary
* Generous annual leave package
* Access to a high quality pension scheme provided through Universities Superannuation Scheme
* Supportive people policies (including enhanced occupational sickness pay and family friendly pay)
* Financial contributions towards your personal development to help you maintain your physical and mental wellbeing
* Access to a range of health and wellbeing services, private healthcare, discounted gym membership
* Learning and development opportunities to develop your skills, knowledge and talent
* Employee Volunteer Day’s to support the communities where you work and live
* Cycle to Work Scheme
Our culture and values
Our people are what makes us different. We work together to create a diverse and inclusive culture that embraces individuality, where people are welcomed and feel comfortable in the knowledge that they can be themselves. Our purpose firmly states the importance of members, putting them ‘front and centre’ of what we do. This is embedded through our values:
* Integrity
* Collaboration
* Excellence
About us
Universities Superannuation Scheme (USS) was established in 1974 as the principal pension scheme for universities and higher education institutions in the UK. We work with around 330 employers to help build a secure financial future for more than 528,000 members and their families. We are one of the largest pension schemes in the UK, with total assets of around £ (at 31 March 2023). To find out more, please visit
USSL is proud to be an equal opportunity employer. We strive to ensure our recruitment process is as flexible and inclusive as possible so we can attract diverse candidates and recruit the best talent. We want all candidates to perform at their best during the recruitment process, so if you need any reasonable adjustments or if there is anything we can do to help support you through your recruitment journey please let us know by contacting .