IT Service Delivery Analyst
Skills
Analytical SkillsITILService DeliveryTechnical SupportUser ExperienceUser Interface Design
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience working within an IT Service Management environment
- Knowledge of ITIL principles including Incident Change Request Fulfilment and Continual Service Improvement
- Experience using ServiceNow or a similar ITSM platform
- Strong attention to detail and experience maintaining accurate service records and data
- Experience working with suppliers vendors or managed service providers
- Organisational skills and the ability to manage multiple priorities
- Experience producing reports dashboards or analysing service performance data
- Ability to communicate clearly and confidently with stakeholders at all levels
- A proactive approach to identifying problems and improving services
- A customer-focused mindset and commitment to improving colleague experience
Nice to have
- Analytical
- Detail-oriented
- Proactive
- Customer-focused
- Organised
- Collaborative
Day to day
- Support the management and progression of incidents service requests reasonable adjustments and purchasing requests through to resolution
- Act as a responsive escalation point for user queries and direct issues to the right teams quickly
- Maintain accurate ServiceNow records and produce clear reports dashboards and service performance insights
- Coordinate stakeholder updates create accessible guidance and help improve the colleague technology experience
Hiring process
- Application review
- MS Teams interview week commencing 20th July