Resourgenix Ltd

Service Operations Analyst The Service Operations Analyst is responsible for managing the delivery of a range ITIL processes including Problem, Change, Release and Deployment, Continuous Service Improvement, Supplier and Service Assurance and Asset Management to ensure services are delivered to meet agreed service levels with minimum disruption. Council experience essential. Key Unit Accountabilities Responsible for initiating and monitoring actions to investigate and resolve problems in systems, processes, and services. Assists with the implementation of agreed remedies and preventative measures to assure continuity and avoid disruption to business services ensuring high level of customer satisfaction. Responsible for monitoring service component capacity and initiates actions to resolve any shortfalls according to agreed procedures to ensure continuity of service and avoid disruption to business services. Responsible for ensuring that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are created, analysed and distributed, issues are resolved and identified improvements are delivered through the Continuous Service Improvement Plan Responsible for controlling IT assets, including business and operational software licencing, ensuring that administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out to reduce cost, maintain security and enable reuse and avoiding unnecessary acquisition. Responsible for working with Technology Assurance and Operations teams to implement arrangements for disaster recovery and documents recovery procedures in order to ensure a rapid recovery of business services reducing any adverse impact on business operations. Responsible for assessing, analysing, developing, documenting, and controlling the implementation of changes based on requests for change to ensure continuity of operations and avoidance of incidents resulting from IT change in the business environment. Responsible for administration of the Release and Deployment process working collaboratively with Project and Operational teams to ensure that new and changing technologies and services are transitioned and accepted into service to ensure efficient and controlled operation in the business environment. Responsible for ensuring that services and components meet and continue to meet all of their agreed performance targets and service levels to ensure continuity of business services and avoid disruption that would adversely impact business services. Responsible for the production, analysis and communication of Management Information reports designed to support IT decisions and ensure continuous service improvement. Responsible for agreeing a personal development plan with the line manager, working to achieve it, and for demonstrating a continuous approach to personal professional development. The post holder should be prepared to work outside of normal hours, including attending evening meetings, and occasional weekend working. To work flexibly in undertaking the duties and responsibilities of this job and participate as required in multi-disciplinary cross-department and cross organisational groups and task teams. To take responsibility, relevant to the post, for ensuring that Council statutes and government legislation is upheld. This includes, amongst others, Management Compliance Charter, Environmental Policy, Data Protection Act, Race Equality Action Plan, Quality Assurance Plan, Health & Safety, Sustainable Construction and Recycling.