IT Analyst

Job purpose

Support the management of the IT supply chain by operating with autonomy as a central referral point between business demand and IT supply to deliver resilient and responsive services within defined service levels.

Core role accountabilities

• Monitor and record supplier performance and compliance against defined quality standards and practices to deliver an end-to-end IT service provision.
• Collect, process, and report agreed metrics to various stakeholder groups for awareness, action, and escalation where necessary.
• Analyse, evaluate, prioritise, authorise and co-ordinate delivery of change requests in collaboration with business and IT stakeholders.
• Track, report, close IT change requests.
• Assist with the testing of software to determine suitability before integration into the existing IT estate.
• Perform proactive problem management and manage recurring incidents with suppliers for resolution.
• Assess, classify, and manage unplanned release change requests with service providers and business stakeholders to minimise service disruption.
• Monitor, analyse, plan and report on service availability and capacity, identifying and escalating risks and issues for resolution in collaboration with service providers.
• Conduct post implementation reviews to assess and report on the impact of new or changed services and make recommendations for improvement.
• Update and maintain the IT risk register communicating additions or changes to relevant stakeholders.

Knowledge, Skill and Experience requirements

Technical

Essential

• Minimum of 3 years’ experience in Service and Incident Management based on ITIL best practice.
• Excellent problem solving and fault diagnosing skills and ability to articulate solutions in a business context.
• Knowledge of supporting relevant system applications, ideally within financial services.
• Ability to work with internal support teams and 3rd party service providers to anticipate and resolve issues to deliver a continuously improving service proposition.
• Demonstrable systems analysis skills and attributes within a dynamic business environment.
• Ability to work in a team with minimal supervision and prioritise own work effectively.
• Ability to translate the language of customers into useful technical information and vice versa.
• Strong commitment to delivering service.
• Excellent attention to detail.

Desireable

• Professional Service Management (ITIL) qualification.
• Accreditation(s) in any Microsoft Azure technologies.
• Knowledge of COBIT 5 framework.
• Good facilitation experience.
• Experience working with multiple IT managed service providers.
• Knowledge and understanding of the business processes, ideally within financial services.

Interpersonal

• Strong communication, engagement and influencing skills.
• Ability to effectively represent UKIB through building collaborative relationships.
• Experience of managing a diverse set of internal and external stakeholder relationships.

This role is open to full-time, part-time or job-share applicants. Job-share applicants should supply individual CVs and a joint cover letter.