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Service Analyst

Job Title: Service Analyst
Contract Type: Permanent
Location: London
Industry:
IT
Salary: 30000-35000
Start Date: ASAP
Reference: 029313
Job Published: March 29, 2019 09:33

Job Description

Service Analyst 029313
Organisation - Customers, Communication and Technology
Job - Technology Service Operations
Position Type - Full Time
 
Location: North Greenwich, London 
Salary: £30,000 - £35,000 + excellent benefits 

Overview 
With a population of over 8.6 million and more than 17 million visitors every year, London is a city that’s always on the move. Transport for London (TfL) is responsible for keeping London moving, looking after the intricate planning and everyday operation of the Capital’s transport system. Our people make sure millions of residents, workers and visitors arrive safely at their destinations, whether it’s by tube, bus, cab, riverboat, cable car, coach, train, tram or bike. 

The service analyst is part of a team responsible for supporting the day-to-day operation of services. The role involves working closely with the Service Performance Mangers within your Department to ensure that all services are delivered to the highest standards possible. Responsible for supporting the management of ongoing performance and key service management lifecycle functions and engaging with business colleagues to understand and where possible deliver to ever changing business needs. 

The role is also responsible for supporting the management of (but not limited to) service levels and contracts across all suppliers (including internal resources), ensuring compliance with TfL Mandatory Standards and Policies throughout the lifecycle of the Service. This encompasses the transition of a service into the live environment, contract management, and relationships with internal teams and external suppliers where applicable. 

What we would like you to have: 
• Knowledge and experience of licence management. 
• Good commercial awareness to ensure effective supply chain arrangements to deliver value, quality and reliability when transitioning services 
• Knowledge of ITIL processes (Foundation level qualification is desirable); 
• Broad Knowledge of Service Management toolsets and processes 
• Knowledge of the TfL Business and its needs and requirements would be helpful; 
• Knowledge of IT applications in public transportation and its business environment. 
• Knowledge of day-to-day management of knowledge/service request/configuration management processes. 
• Strong business administration skills to draft process documentation\requirements and analytical skills to interpret complex data to influence appropriate business decisions 
• Sound knowledge of performance and information management; 
• Demonstrable experience of technology and data services in a complex, multi-site organisation, preferably in the public sector. 
• Demonstrable experience of day-to-day management of service management lifecycle processes 
• Demonstrable ability to handle interactions between suppliers, internal teams and customers to reliably deliver quality services 
• Experience of SAP systems and/ or financial management 
• Experience of managing and reporting of Service Levels 
• Knowledge and experience of licence management.


Excellent benefits include: 
• Final salary pension scheme 
• Free travel for you on the TfL network 
• A 75% discount on National Rail Season Ticket and interest free loan 
• 29/30 days annual leave plus public and bank holidays 
• Private healthcare discounted scheme (optional) 
• Tax-efficient childcare payments 
• Tax-efficient cycle-to-work programme 
• Retail, health, leisure and travel offers 
• Discounted Eurostar travel


Closing date: Sunday 7th April 2019 at 23:59

 

Additional Information 
Please note that you must apply by using your CV and a covering letter. Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your application reflects the requirements of the role. 

If you are shortlisted you will be invited to take part in a face-to-face interview and other assessments. We will endeavour to give candidates as much notice as possible however some interviews/ assessments will be organised at short notice and will require a degree of flexibility. 

We reserve the right to close the application window early if we receive a high volume of suitable applications. 

We aspire to be as diverse as the city we represent and welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, faith or disability.