Request Analyst - Reading, United Kingdom - Thames Water

Thames Water
Thames Water
Verified Company
Reading, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

Digital Request Analyst

Who are we?
Thames Water is the UK's largest water and wastewater company.

We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.

What you'll be doing

The Digital Request Analyst will be an experienced IT Service Management professional with responsibility for the end-to-end governance of the request fulfilment and access management process.

This includes establishing & maintaining processes, policies, procedures, and guidelines to support the delivery of this service, ensuring current documentation is available in our Service Management repository.

You will manage compliance and measure the service against agreed KPIs and SLAs through daily, weekly, and monthly dashboards and reporting.

You will work closely with all User Service areas and support the other service operations teams which impact or have influence on these processes to ensure a consistent approach and 'One Team' behaviour.

This exciting opportunity will suit a talented, customer focussed, IT Professional with a background working in an access and/or request fulfilment position adhering to ITIL/ ITSM standards.

You will have a good understanding and hands-on experience of building and working with cohesive teams and improving overall service.


What you should bring to the role:

  • Experience of ITIL v3 and demonstrated ITIL process and procedure acumen
  • ITSM tools like ServiceNow etc
  • Experience in working with 3rd party support and technology partners
  • Excellent interpersonal skills and is fully experienced at dealing with diverse and senior stakeholders
  • Proficient and effective communicator
  • Proficient in the following disciplines: Process improvement, stakeholder analysis, business proposals and cost management, supplier relationship management

What's in it for you?
Our Digital Team is a fun, fast paced environment where no two days will be the same.
You will be working with like-minded people who really want to make a difference to our customers.
We are committed to giving you great training and will make sure you areconfident in helping customers.

We're proud of the positive ways of working we've adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive
. For our office-based roles we're moving to a hybrid approach with various optionsacross working from home, office and our sites.

Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner.
If you join our team, you'll enjoy a fulfilling career and flexible working arrangements.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you moneyand support your wellbeing.

Find out more about working at Thames Water.
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