Fixed Term - Full Time
Location: London, GB, W1A 1AA or Salford, GB, M50 2QH
Job Closing Date: 13/04/2025
THE ROLE
Job Reference: SF22572
Band: D
Salary: Up to £55,000 depending on relevant skills, knowledge and experience.
Contract type: 6 month Fixed Term Contract (attachment)
Location: Office Base can be either London Broadcasting House or Salford Quay House. This is a hybrid role and the successful candidate will balance office working with home working.
We’re happy to discuss flexible working. Please indicate your choice under the flexible working question in the application. There is no obligation to raise this at the application stage but if you wish to do so, you are welcome to.
Excellent career progression – the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation.
Unrivalled training and development opportunities – our in-house Academy hosts a wide range of internal and external courses and certification.
Benefits - We offer a negotiable salary package, a flexible 35-hour working week for work-life balance and 25 days annual leave with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care and gym.
This is a unique opportunity to join the Technology & Media Operations Group, which is the technology and technical production foundation for the BBC. We manage the technology, craft and production operations for BBC news, radio and sport services across London, Salford and Birmingham.
Main Responsibilities
* Maintenance, improvement and governance of the BBC's IT Requests portal, and daily management of Helix/Remedy Enhancements requests
* Planning, development, documentation and overall management of the IT Service Request Catalogue
* Management of Helix/Remedy operational activities
* Coordinate Remedy related development activities via third party suppliers
* Work with projects and BAU Teams across the BBC to complete designs for Service Requests
* Point of escalation for Remedy/Helix related operational queries
* Carry out updates to Service Requests directly within the Remedy Toolset
* Build and maintain relationships with Product Owners
* Proactively drive improvements, including capturing and acting on stakeholder feedback
* Responsible for Remedy support processes and policies
* Responsible for auditing support processes for accuracy and relevance
* Promote the culture of self service
* Monitor and react to relevant end user feedback
* Responsible for process governance function in the management of Incident SLA’s, OLA’s, reporting, auditing and budget control
* Responsible for compiling ad-hoc reports
* Engage wider stakeholder groups in process related continual service improvement initiatives
* Maintain CMDB data contributions from internal and external suppliers
* Proactively drive improvements to the CMDB and Prod Catalogue
* Maintain chatbot knowledge/database and perform updates as necessary
* Analyse and audit chatbot user feedback
* Collaborate with various departments to develop appropriate responses
* Recommend/Identify chatbot enhancements
* Test system enhancements within the chatbot
* Generate, analyse, and provide reporting to senior management against the Chatbot
Are you the right candidate?
* Experience using enterprise ITSM toolset is essential
* Service Delivery / Service Management experience in a complex environment
* Proven ability to manage stakeholders and deal with queries
* Experience in designing, standardising, implementing, and governing processes
* Experience in gathering, analysing and auditing data
* Experience managing and enhancing Service Request Catalogue is advantageous
* Ability to prioritise stakeholder requests
* Ability to take the lead and drive progression from business problem to resolution
* Ability to work under pressure
* Excellent time management skills
* Proven ability to manage a range of stakeholders
* Experience in supplier management is advantageous
* ITIL Foundation
* Effective communication skills
* Proven problem solving skills
About the BBC
The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC for different reasons and they will be given priority consideration ahead of other applicants. Diversity matters at the BBC. We value and respect every individual's unique contribution. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.
DISCLAIMER
This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance.
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