Managing the IT service management system for the Technology Governance Team, ensuring that requests are responded to and resolved to service level agreements such as requests for new software, investigations into unauthorized use of technology.
Analysing critical sets of data to highlight and spots trends and recommend improvements.
Drive value and improve SLAs availability with 3rd parties, resolving any Service problems and customer complaints.
Maintaining the following action and improvement registers: Continual Service Improvement (CSI), Technology Risk, New Software Requests, Unauthorised Systems, ensuring sufficient detail is captured, supporting prioritisation and resource scheduling.
Supporting the Technology Governance Manager with conducting regular service review meetings with suppliers.
Assist in creating and maintaining IT operational workflows, knowledge documents, reports, and communications to IT and 3rd parties when required.
Ensuring key supporting procedures in place for all policies, with key stakeholder comms and training and supporting activities to monitor policy and process compliance.
Proficient in ITSM tool administration and management
ITIL V3 or V4 foundation as a minimum
At least 5 years experience as IT Service Management Analyst
Ability to manage their own work pipeline as well as work a
