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Service Transition Analyst
Manchester/Remote
29-42K + Great Benefits
A Service Assurance/Transition Analyst is required for our public sector client to work in the IT Operations team. The successful candidate will be responsible for supporting the Change & Transition Manager to ensure that new and changed services are consistently designed and transition in line with the organisation's IT Strategy, and that they meet current and future customer requirements. The role holder will assist in the co-ordination of all Service Design and Transition activities working closely with the Change & Transition Manager and the IT Operations teams and other project teams to help capture the production Service Design and Service Transition requirements. The successful candidate will also assist to ensure that these requirements are understood, considered and addressed within the project lifecycle through the attainment of agreed Service transition and Operational Readiness.
Essential skills
- A strong background working in a Service Transition role and co-ordinating Service Design and Service Transition activities for new and changed services.
- Experience and a strong understanding of IT Service Management (ITSM) practices, particularly for Incident Management, Problem Management, Change Management and Service Level Management
- Experience of Business Continuity planning and methods and techniques for risk assessment, business impact analysis, establishment of countermeasures and contingency arrangements relating to the serious disruption of IT services.
- Ability to rapidly establish credibility with customers and colleagues by quickly identifying the nature of a query and taking appropriate steps to respond to it.
- Excellent verbal and written communication skills.
- To have experience and/or knowledge to working in Prince2, ITIL and Agile environments.
- To demonstrate excellent customer experience.
- Work alone, using initiative, and to work constructively as a member of a team supporting others, learn new skills and invest in personal development.
- Have a good understanding of the Data Protection Act and the importance of maintaining confidentiality at all times.
Desirable criteria
- Knowledge of Ivanti / other ITSM tools would be advantageous.
- Qualifications such as ITIL Foundation Certificate in IT Service Management v4.Service Transition and Operational Readiness criteria.
Responsibilities:
- To assist with the creation of Service Impact Assessments, Support Model Document, Service Transition Trackers, Service Acceptance Criteria and Operational Readiness material.
- To maintain a complete central repository of Service Design and Transition packages.
- To ensure clear Service Level Agreements are in place.
- To ensure compliance with key ITIL processes in respect of Service Transition.
- To ensure that all new and changed services meet the agreed Service Acceptance Criteria and Operational Readiness measures in line with the agreed Transition scope.
