Process Analyst - Service Delivery

Harvey Nash
Bristol, Avon
11 Jun 2017
11 Jul 2017
Contract Type
Full Time
ICT Process and Service Analyst

Harvey Nash are pleased to be working with a fantastic central Bristol client who pride themselves on offering unrivalled career progression and training as they look for their next Process and Service Design superstar. This time we are looking for someone to join the ICT team and help deliver 1st class ICT service to the wider community within the group. This is a fantastic opportunity to build an exciting long term career with an employee focused company in the heart of Bristol

Responsibilities and Duties:-
*Continuous enhancement of services through close monitoring and management of SLAs and KPIs from all third party suppliers and internal departments, implementing remedial action plans where required.
*Build and develop solid working relationships with all key interior and external stakeholders at all levels of the organisation.
*Working closely with key business stakeholders to analysis, define and confirm service requirements, identifying opportunities for change and improvement.
*Work with external suppliers to ensure all procedures involving multiple parties are 'fit for purpose' and provide a seamless experience for service users.
*Create and maintain an internal dashboard and management summary of KPIs and SLAs for all suppliers and internal sections, reporting on a monthly basis to the wider transformation team.
*Ensure all service processes and associated procedures are analysed, documented and promoted through the appropriate channels, i.e. Email, SharePoint, Intranet, internal social media etc.
*Work with 3rd party suppliers to ensure fresh services can be supported and 'Accepted into Service' for support by the supplier.
*Actively encourage ICT services, frequently engaging in workshops and team meetings across all directorates to increase awareness and adoption of ICT services.
*Produce, develop and uphold training materials and literature relating to ICT services
*Uphold and develop the ICT Intranet pages
*Construction and promotion of an ICT service catalogue on the Intranet
*Work closely with 3rd party technical teams in respect of support and growth of ICT services

Technical Skills:-
*Outstanding MS Office Skills - including Adobe Pro, Project and Visio
*An in-depth and demonstrable knowledge of Active Directory, particularly in relation to security group management across applications
*Previous knowledge of CRM systems, such as Salesforce
*Demonstrable knowledge of Windows based administration and security controls
*Knowledge of mapping application interdependencies
*Service process design including change related projects would be highly beneficial

To be considered for this post please send in your CV now and we will endeavour to get in touch ASAP with more information about the role and company.