Service Operations Analyst

Main purpose of Service Operations Analyst

The Technology Business Unit operates to Design, Deliver, Run and Maintain the technology solutions and services required for the Council to process business and deliver services to the residents of Lambeth.

Service Operations Analyst All functions work collaboratively to deliver effective end to end solutions and services.

Service Operations Analyst This role works within the Run and Maintain function which is accountable for managing the day-to-day operation of technology solutions and services to maintain security, availability, and continuous improvement to enable effective business operations with high levels of customer satisfaction.

Service Operations Analyst This function is also required to support the Delivery function by providing resources to build digital and information technology solutions and services that meet the Design requirements and for providing early life support for new and changing solutions and services accepted into live operation.

1. Responsible for initiating and monitoring actions to investigate and resolve problems in systems, processes, and services. Assists with the implementation of agreed remedies and preventative measures to assure continuity and avoid disruption to business services ensuring high level of customer satisfaction.

1 2. Responsible for monitoring service component capacity and initiates actions to resolve any shortfalls according to agreed procedures to ensure continuity of service and avoid disruption to business services.

3. Responsible for ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are created, analysed, and distributed, issues are resolved and identified improvements are delivered through the Continuous Service Improvement Plan

4. Responsible for controlling IT assets, including business and operational software licencing, ensuring that administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out to reduce cost, maintain security and enable reuse and avoiding unnecessary acquisition.

5. Responsible for working with Technology Assurance and Operations teams to implement arrangements for disaster recovery and documents recovery procedures in order to ensure a rapid recovery of business services reducing any adverse impact on business operations.

6. Responsible for assessing, analysing, developing, documenting, and controlling the implementation of changes based on requests for change to ensure continuity of operations and avoidance of incidents resulting from IT change in the business environment.

To take responsibility, appropriate to the post for tackling racism and promoting good race, ethnic and community relations.

3 4 PERSON SPECIFICATION It is essential that in your written supporting statement you give evidence or examples of your proven experience in each of the short-listing criteria marked Application

Able to demonstrate a clear understanding and capability to work within relevant IT related standards including IITIL V4, ISO/IEC 38500, ISO/IEC 27001, ISO/IEC 22301, ISO/IEC 20000, PRINCE2 and MSP E4 Qualification Educated to GCSE level or equivalent Hold ITIL V4 Foundation accreditation 5 Core Behaviour Communicates Effectively Communicates