Part Time Service Operations Analyst

Overview of the Role

The IT Service Operations Teams are responsible for providing support to Amey IT Service Desk and the IT Infrastructure and Operations teams as a whole.

They provide technical advice and support in relation to all Group IT projects in aiding transistion into business as usual (BAU) support via Service Acceptance for Service Operations. Working closely with the project teams, PFO, Service Design and Transistions teams to ensure smooth delivery from project to BAU so that support is in place for the Internal Amey customers to be able to contact IT for assistance and have the incident handled correctly by the Service Desk and if necessary the correct 2nd and 3rd line support teams

The Service Operations team also responsible for the support and updating of the case management tool used by Group IT. Updating the tool with new Applications under support, new request categories under the Service Catelogue for internal Amey users to request new services along with maintaining the existing entries in both systems.

As well as supporting IT functions within Amey and the ITSM platform the team also support all business functions who use the shared Case Management platform, presently an additional 2 business unit and expanding over the coming months to 5 more circa 400 direct application users.

Service Operations support allows these Support, Serivce and Operations Desks to function effectively as the face of IT, HR, Finance, Procurement to the wider business at large by relying on them to help maintain the outstanding customer service in all aspects of their work. They live by five simple rules:

  • Understand and uphold our IT service commitments
  • Leave a good impression: Every customer interaction matters
  • Be transparent: manage demand by setting and meeting expectations
  • Take ownership: follow up and follow through
  • Work as a team: be supportive, work together and hand on tasks
  • Responsibilities

  • To help build on our image as the friendly and approachable within IT teams
  • To provide outstanding customer service
  • To provide advice and assistance to our colleagures, partners and suppliers
  • To act as the primary point of contact for Projects, project managers relating to work required to support projects that the Service Desk is required to complete and help facilitate this work to the desk e.g. New User account creations
  • To work with project managers and Service Design and Transition Manager to facilitate transiton and acceptance of projects into BAU support.
  • To provide guides for support of new projects as they are due to enter BAU which will be vetted and put into Knowledge base format by Senior Service Desk analyst who will then train these out the Service Desk.
  • To work with external supples/business partners to support and maintain operational readiness of Case Management tool used by Service Desk and the Wider Amey IT teams.
  • To update case management tool with new application services as projects transition to BAU to ensure faults can be raised against these
  • To create and maintain tier types with case management tool to reflect incident and service request types so incidents and requests can be accurately logged and reported on.
  • To create and maintain Request services and types for the Service Catelogue to allow customers to log requests for hardware, software, telephony and access to IT via the Web Portal
  • To contribute to our ethos of continuous service improvement
  • To promote a strong working relationship between the Service Desk, our technical resolver groups, partners and suppliers
  • What are we looking for?

    Qualifications

    · A minimum of 5 GCSEs’ or equivalent, grades A-C (including English and Mathematics)

    Essential :

    · 2 years’ previous experience working in a busy IT Opertaions Support environment.

    · Demonstrable experience of delivering outstanding customer service under pressure.

    · Experience supporting Case Management platforms

    Desirable :

    · ITIL v3 Foundation level qualification

    · Prince 2

    · Experience with Alemba ITSM case management products, vFire and ASM

    · Coding language experience e.g. Python

    · Experience with integration webhooks, API

    Personal Profile

    Behavioural competencies

  • Excellent communication, problem-solving and listening skills.
  • Friendly and professional manner.
  • Patient, calm and methodical.
  • Detail oriented.
  • Technical competencies:

  • An awareness of ITIL and common IT functions.
  • A understanding of how IT can help facilitate business goal and objectives.
  • Excellent organisational skills and an ability to multitask and prioritise.
  • Excellent troubleshooting skills.
  • About Amey

    We’re all originals here and our individuality is an asset. We have unique backgrounds and personalities, which means we all bring different ideas to the table. But we do have one thing in common: we all take personal pride in our public service. With every drop of water and spark of electricity we supply, with every bolt we tighten and with every guiding golden nugget of advice, we better manage the services that we all use and rely on every day, ensuring every household in Britain benefits from our work.

    Amey is one of the top five support services suppliers in the UK. We employ 16,000 people, have a turnover of £2.1bn and a strong forward order-book. Every household in Britain benefits from the work we do. We maintain the UK’s road and rail infrastructure, keep schools safe and clean, manage the UK’s defence estate, safely escort prisoners and keep prisons and courts secure. We also collect and process waste, as well as deliver utilities services. All of this is underpinned by our leading consulting capabilities which uses engineering design and data analytics to better manage the services we all use and rely on

    As one of us, you can really be you because your individuality is an asset. You’re surrounded by a team of people who want you to grow and embrace new challenges. People who care about your job satisfaction as well as your wellbeing. There’ll be experiences as original as you are, in a career that can feel like many rolled into one. You’ll be stretched but always supported. Whether it’s working on the biggest bridge in the country, learning to get to grips with the latest technology, or just working with a great group of people every day, you’ll find what gets you out of bed in the morning at Amey.