IT Service Design Analyst

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IT SERVICE DESIGN ANALYST

Bristol

3 Months

£350p/d - £375p/d

JOB DESCRIPTION

Designing and transitioning regional service changes for Security Platforms being implemented under the Global Information Security Transformation Programme.

As IT Service Design Analyst, you will be required to assist with project delivery by building, gaining agreement, communication and delivery of the regional service support model. You will also need to identify what resources will be needed to support the solution and what the support requirements will be in terms of Service Desk, Global and Regional Service Operations, and Release & Deployment Management, as well as other stakeholders i.e. third-party vendors.

Key Responsibilities:

* Create and deliver the Service Design and Introduction deliverables such as Operational Acceptance Criteria, Service Definition Documentation.

* Work with Project Stakeholders to ensure adherence to operational acceptance criteria.

* Raise service related risks and issues to the Project Manager when necessary.

* Champion the function of Service Design and Introduction to teams within and outside of IT Technical Products.

* Contribute to continual service improvement activities to ensure a robust and efficient function which serves the needs of the business

* Develop a (people) change management plan (including communications) and implement for the services being changed.

* Define and documenting the local JML access provisioning and recertification process.

Essential Skills:

* ITIL Foundation version 3 certificate achieved in last three years or demonstrable equivalent experience.

* Experience of leading or contributing to the creation, improvement and design of service change during Service Design & Transition phases in a project and/or change process.

* A broad understanding of project based working including experience of how projects engage with service delivery teams for the design and transition of service change.

* Evidence of strong troubleshooting skills, with the ability to gather technical and nontechnical details of a service and systematically work towards a solution often with a number of different teams and stakeholders.

* A demonstrable ability to objectively view services and identify and mitigate problems or weaknesses.

* A broad understanding of technology, complemented with the ability to quickly analyse how it can affect the design and transition of service change.

* Excellent communication and interpersonal skills with the ability to translate difficult or complex concepts to a wide range of stakeholders, in addition to being able to gain the respect and support of senior level stakeholders.

* Strong facilitation and team working skills to lead devolved groups and virtual teams, for skill sharing and/or delivering the Service Design & Transition function.

* An ability to prioritise, work to tight deadlines, cope with pressure, be self-motivated and well organised.

* Experience and/or knowledge of main ITIL/Service Management disciplines including: Change Management, Incident Management, Request Fulfilment, Service Catalogue Management and Problem Management.

Desirable Skills

* Knowledge of AD / Linux access provisioning / security recertification would be beneficial.

* Comprehensive understanding and demonstrable experience of the ITIL Service Lifecycle, in particular Service Design & Service Transition, holding an ITIL qualification in at least one of these areas, within the last 3 years, or demonstrable equivalent experience.

* Experience of working within (or in an association within) the Financial Services

* Change Management experience and/or holding a formal Change Management qualification, achieved in the last five years e.g. PROSCI.

* A demonstrable understanding of Information Security, Information Governance and Data Protection.

* Knowledge and/ or certified in enterprise architecture frameworks such as TOGAF (The Open Group Architecture Framework).

* Knowledge of current trends, pressures and challenges in service delivery and service architecture.