Service Analyst

Curve Group Holdings Ltd
10 Apr 2019
04 May 2019
Contract Type
Full Time
Service Analyst - Chief Information Office – Peterborough

More about us

Aldermore is a fast growing and successful challenger bank supporting the UK’s SME entrepreneurs. To support our ambitious growth plans, a substantial investment is being made in the IT Service Delivery function. Our IT teams work across the business and with our external partners to build, manage and support a secure and reliable IT service to meet these exciting plans. As part of this investment, we are adopting a Service Integration and Management (“SIAM”) approach to managing both business and information technology services. The intention is to seamlessly integrate services to provide a single business-facing IT organisation that meets business requirements. This is a move away from managing technologies and infrastructure, to one of managing suppliers and services. By making this change the organisation will become more agile and flexible, able to scale services up and down as required to support business growth and expansion.

We are looking for talented and experienced individuals who want to join challenging yet rewarding environment. The organisation is big enough to provide career development opportunities, yet small and dynamic enough for everyone to make a difference, develop their skills and make a unique contribution to our future success.

The Role

The Service Management Analyst is a key support role within the Service Management team to manage, monitor and delivery the day to day operational IT Services provided to Aldermore’s business areas. The role will require the co-ordination of 3rd party suppliers, partners and internal IT teams, ensuring the performance of all services including the management of incident and problem to resolutions, managing the service improvements and producing the reporting requirements.

You will be responsible for;

* Building SME knowledge of the portfolio, becoming technically able to continually improve the defined services to relevant consumers by formulating service improvement initiatives

* Managing service level agreements/expectations for all IT services including developing and maintaining service operating models

* Producing service reports covering all aspects of IT Service Delivery

* Providing out of hours on call support, as part of a team rota structure, to enable appropriate communications mechanism to impacted business lines and CIO leadership team

* Identifying and escalating IT security concerns to ensure they are mitigated by suppliers or addressed by our internal security team

* Assisting in managing major incidents according to the defined procedures, including management of bridge calls between multiple external and internal technical partners

The Person

* Strong experience of ServiceNow tool

* Demonstrable experience of working in a Service Analyst role

* Strong reporting skills, utilising Excel and PowerPoint

* Good understanding of ITIL methodologies and best practices across all areas

* Experience in working in complex environment with multiple technologies , architectures and applications

* They can confidently communicate across all levels of stakeholders and utilise influencing skills to accelerate issue resolution

The Rewards

As you would expect, this opportunity offers a competitive basic salary and reward package, and you’ll also benefit from our commitment to investing in your professional development.

Agencies Paragraph

We do not accept speculative agency CVs. Any CV received by Aldermore will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.

Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position.

Aldermore is an equal opportunities employer

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