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Service Support Analyst

  • Salary: Negotiable
  • Job type: Contract
  • Location: Cardiff
  • Sector: IT
  • Date posted: 26/10/2018
  • Job reference: BBBH91364

Service Support Analyst- Cardiff- 3-6 Months.

The role requires government sponsored security clearance up to SV.

Key elements of the role:-

  • Supports the PSBA 2 year Core Network Change (CNC) programme with an end to end working process to provide accurate financial tracking and forecasting of connectivity related costs for PSBA customers
  • Using OBI, creates financial tracker of actual time booking charges & external spend charges
  • Interfacing with Customer Experience team and leads & supports PM's & co-ords in CNC activities that are required for successful delivery e.g. Openreach Issues
  • Attends CNC customer facing meeting as Secretariat (action, risks & issues) & PMO PSBA rep
  • Build and manage the relationship with the major third party suppliers to reduce the risk of failure in PO management and invoicing.
  • Reviews report and resolves issues with end customer on unpaid debt
  • Ensuring owners of all 1500 PSBA obligations complete relevant monthly activity
  • iBuy PO E2e process for PSBA. Responsible for: Raising orders, Managing suppliers, Resolving all procurement issues from start to finish, Owning all activity to secure payment of supplier invoices, Providing internal spend reports (including CAMERA reports).
  • Owns PSBA joiners & leavers process and engages with Security.
  • Maintenance of PSBA org chart and contact list to adhere to contract obligations and several Security reqs.
  • Sits on SLT to contribute to the plans and direction of the PSBA programme to ensure the PSBA programme is effective and successful in delivering the agreed strategy to meet stakeholder demands.
  • I will deliver against agreed personal objectives, team/BT scorecards and KPIs;


  • Drive achievement of KPIs through monitoring for and escalating at risk projects
  • Identify at risk projects
  • project data quality,
  • standard setting,
  • PIR audits,
  • process definition,
  • policing change management
  • Front office/deployment service reception (initial work assessment, allocation to LOB/Portfolio Manager)
  • Prioritisation, cross-LOB view.
  • Resource Management, supply & demand management (working with LoB leads & Calendar of Commitments)
  • Reporting (KPIs, input to E2E Test & Deployment monthly report, sub-contract performance)
  • Management of third party sub-contract supplier (where required)
  • Support tools: operations, support, development and strategy, inc. web site/SharePoint site
  • Best practice, inc.
  • Drive best practice development, improvement and transformation

Security Clearance to SC

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