Job summary
- Main area
- Service Management
- Grade
- NHS AfC: Band 6
- Contract
- Fixed term: 8 months (FTC Ending 31/03/2025)
- Hours
- Full time
- Home or remote working
- Job ref
- 880-6366703
- Employer
- Arden and GEM Commissioning Support Unit
- Employer type
- NHS
- Site
- St Johns House
- Town
- Leicester
- Salary
- £35,392 - £42,618 pa
- Salary period
- Yearly
- Closing
- 18/07/2024 23:59
Employer heading
Service Management Analyst
NHS AfC: Band 6
Arden & GEM is a leading Commissioning Support Unit (CSU) working across the health and care system in England to provide transformational solutions, business support and clinical services. We work in partnership with other health and care organisations to design, develop and deliver better care for patients that improves health outcomes while making efficient use of resources. Regardless of function, specialism, or location, we are all united in our commitment to improving health and wellbeing for everyone.
Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.
Arden & GEM CSU is committed to supporting the redeployment of our at risk employees. In line with our policy, staff at risk may be given preferential consideration to posts that could be considered suitable alternative employment. We reserve the right to close, delay or remove adverts while this process is completed. We apologise if you experience a delay in the shortlisting stage of the recruitment cycle.
Job overview
We are looking for a talented Service Management Analyst to join the Systems, Applications and Reporting team within the Business Intelligence function, Data & Systems; someone who has a drive and passion in delivering an exemplar service. We are seeking a dedicated and skilled Service Management Analyst to join our dynamic team and help us achieve our mission.
To deliver an effective and competent level of Service Management and Service Desk support for multiple systems and applications and consistently deliver a user focused service which promotes excellent customer service and effective working relationships.
Main duties of the job
The post holder will oversee all aspects of the incident management process, from evaluation to resolution. A Service Management Analyst analyses all issues and helps to design ways and implement changes to prevent similar problems in the future. They will manage technical support teams, create procedures to deal with problems and develop solutions.
Working for our organisation
We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for ‘We invest in people’ and ‘We invest in wellbeing’ and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
- A competitive salary with annual pay reviews
- A generous annual leave entitlement starting at 27 days
- Membership of the NHS Pension Scheme
- Flexible working and family friendly policies, including enhanced parental leave and pay
- A wide range of in-house and external learning and development opportunities
- Access to salary sacrifice and discount schemes
- Access to employee assistance and occupational health services.
Detailed job description and main responsibilities
- Incident Management – ensure incidents are managed in line with ITIL principles, monitoring SLAs, impact, and escalating where required.
- Major Incident Management – end to end management of major incident, including:
- Creating post incident reports
- Communicating with the Service Desk
- Chairing calls with relevant stakeholders to reach a quick resolution
- Conducting post incident reviews and coordinating root cause analysis
- ITSM support to the Service Desk – guidance and support on incident management and request fulfilment.
- Process Design – design work processes and processes flows to support the management of the services end to end (Service Desk, Incident, Problem, Major Incident, Operational BAU etc.)
- Stakeholder Engagement & Jeopardy Management
- Problem Management
- Event Management
- Knowledge Management and Knowledge Transfer – the service management team will be closely engaged with the product teams, dev, and resolver teams and ensure the Service Desk have all required knowledge to support the services
Person specification
Experience/ Knowledge
Essential criteria
- Demonstrate previous management experience
- ITIL Foundation V3 or V4, or equivalent experience
- Knowledge of working in a Service Management environment and/or knowledge of using Service Management toolsets to support and enhance processes and procedures
- Customer service and conflict resolution skills and experience
Desirable criteria
- ITIL Practitioner or equivalent experience
- Knowledge of the ITIL framework and how this is applied
- Knowledge of project/change management and/or health information systems, displaying an understanding of the wider NHS
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Elizabeth Rushton
- Job title
- Operational Service Manager
- Email address
- [email protected]
- Additional information
Shehnaz Devji
Head of Systems, Applications and Reporting
AGEM Data & Systems
James Zwiers
Deputy Director of Data Platforms (ai)
Data & Analytics
Transformation Directorate
NHS England
Email: [email protected]
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