Support Analyst
6 months
London - Hybrid
Active SC security clearance, eligible candidates will be considered
Inside ir35
The Role
We are building a digitally enabled organization and aim to be at the forefront of government by showcasing best practices in digital, data, and technology. As a GDD Assurance Analyst, you will support the GDD Assurance Lead and the wider team in delivering digital value and outcomes. Your role will involve assisting in the monitoring, evaluation and improvement of digital services to ensure they meet business needs and align with strategic objectives.
Responsibilities
Asset and Configuration Management:
- Assist in tracking, logging, and maintaining accurate records of digital assets and service components to protect them effectively.
- Utilize IT Service Management (ITSM) toolsets (preferably ServiceNow) for asset and configuration management.
Availability and Capacity Management:
- Support the management of service components to ensure they meet business needs and performance targets.
- Monitor capacity and performance metrics, assisting in planning for future growth.
Change Management:
- Help analyse, assess impact, and document change requests.
- Potentially chair Change Advisory Board (CAB) meetings to facilitate change processes.
Incident and Problem Management:
- Support the investigation and resolution of incidents and problems, ensuring timely communication and documentation.
- Process incidents and requests using ITIL procedures and ServiceNow.
- Assist in implementing solutions and preventive measures to avoid recurrence.
Documentation Creation:
- Create comprehensive documentation with excellent grammar and attention to detail.
- Document processes, procedures, and technical specifications.
- Produce Visio diagrams to effectively represent workflows, processes, and system architectures.
Service Reporting and Dashboards:
- Assist in creating reports and dashboards to provide insights into service performance.
- Utilize tools like ServiceNow for reporting and data visualization.
Community Collaboration:
- Participate in collaborative activities within the GDD community, actively networking with colleagues and contributing to team discussions.
- Share knowledge and best practices with team members.
Continual Service Improvement:
- Assist in analysing current processes, identifying opportunities for optimization, and supporting the delivery of service improvements.
- Apply industry best practices to enhance service delivery.
Continuity Management:
- Help manage and test runbooks for service continuity to ensure service availability is maintained.
- Understand IT procedures and contribute to workflow logic and automation initiatives.
Ownership and Initiative:
- Take responsibility for assigned tasks and proactively identify and address potential issues.
- Leverage your IT background to help develop solutions involving Active Directory (AD), databases, security, and other IT areas.
Technical Understanding:
- Develop knowledge of core technical concepts relevant to the role, applying them with guidance from senior colleagues.
- Have a good understanding of DevOps practices, including methodologies such as Agile, Scrum, or Kanban.
User Focus:
- Assist in identifying user needs, engaging with users and stakeholders to gather evidence, and using data to inform service improvements.
Essential Qualifications and Experience
- ITIL Certification:
- Must hold an ITIL v3 certification with substantial hands-on experience in applying ITIL procedures, not just theoretical knowledge.
- ITSM Toolset Experience:
- Experience using ServiceNow IT Service Management tool.
- IT Background:
- Strong IT background with the ability to assist in developing solutions across areas such as Active Directory (AD), databases, security, IT procedures, workflow logic, and automation.
- Documentation Skills:
- Excellent documentation creation skills with a high standard of grammar and English.
- Experience in documenting processes, procedures, and creating technical documentation.
- Visio Proficiency:
- Proficient in using Microsoft Visio for creating diagrams, flowcharts, and process maps.
- Incident and Problem Management:
- Experience in incident processing, request processing, and problem management using ITIL procedures.
- Change Management Experience:
- Understand the change management process and be willing to chair Change Advisory Board (CAB) meetings if required.
- Reporting and Dashboard Creation:
- Experience in creating reports and dashboards; experience with ServiceNow reporting is a bonus.
- DevOps Understanding:
- Understanding of DevOps practices and methodologies, such as Agile, Scrum, or Kanban.
- Industry Best Practices:
- Good understanding of industry best practices in IT service management and digital service delivery.
- Government Experience:
- Experience working within or with government departments, understanding the unique environment and collaborating with civil servants.
