Support Analyst - Warwick, United Kingdom - Pontoon

Pontoon

Verified Company

Warwick, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Management Analyst

6 months

Warwick (2 days in the office)

My client is an international electricity and gas company and one of the largest investor-owned Energy companies in the world.

They play a vital role in delivering gas and electricity to many millions of people across Great Britain and North-Eastern US inan efficient, reliable and safe manner.

Job Purpose:

The IT Service Management Analyst will ideally come from a Service Desk/Incident or service operations background and be looking for the next step towards a career in Service Management.

As a Service Management Analyst, you will be supporting the day to day operation within the service management processes.

The Primary responsibility will be to swivel chair and manage end to end incidents between National Grid and their vendors.

You willalso monitor and track of these incidents to resolution while maintaining the service level performance. You will act as the single point of contact for these incident types.

This role also provides experience of working as part of other Service functions within the Service Management team including Problem, Disaster Recovery, Change, Vendor Management, Service Request, Risk and Major Incident.

Assignment and Flexibility:

There will be a requirement to work shifts and be available on call for any out of hours escalations on a rota basis and leaves must not conflict with others in the team.

Qualifications and Experience Required:

Experience working as a service management analyst.
Experience of working in a fastpaced organization.
Hands on experience with Service Now ITSM tool.
Able to communicate effectively.
Good analytical and trouble shooting skills.
Collaborative approach, working with other team members, managers and functions across the organisation
Excellent organisational skills, with the ability to prioritise your workload to meet exacting deadlines, whilst maintaining a high level of quality and accuracy.
Ability to work under pressure

Key Tasks:

The role will be responsible for a variety of tasks that will change from time to time in order to keep focus on our Applications & Services.

Typical tasks will include and not limited to:

Incident ticket triage and coordination between National Grid and the vendor support teams and till ticket resolution. Ensuring the ticket receives the right focus from all teams, receives periodic updates on SNOW, and escalated as necessary.
Monitoring and managing the incident and request queues whilst keeping the requestor updated regularly of progress.
Monitoring service level performance for incident and requests and escalating any issues to the service owner.
When applicable raise, communicate and facilitate change requests.
Coordinate with the vendors to obtain accurate RCAs, preventive and corrective actions.
Work with the vendor to facilitate DR testing.
Production of monthly Service Management service reports
Scheduling changes and maintaining a forward schedule of change
Development of adhoc reports as and when required
Support the Service Managers with reports and analysis when required, identifying trends and opportunities for improvements to service and processes.
Maintaining service documentation, ensuring regular review and updates
Support the transition of all new services into production service operations
Ensure the vendor is performing against their agreement and escalate any performance issues

Key Competencies: