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:
What are we looking for?
· A minimum of 5 GCSEs’ or equivalent, grades A-C (including English and Mathematics)
· 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
· 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
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.