Service Analyst
Job summary
Collaboration Services
We deliver secure, user-focused digital platforms that enable collaboration and communication across health and social care. This includes a national communications platform with 1.7 million active users, ensuring the NHS workforce maximises technology to boost productivity. We simplify and enhance our external digital presence through a reliable, secure CMS-driven website experience, and provide NHS Futures - a secure collaboration environment for national and international partners to share resources, manage programmes, and build communities beyond IT restrictions.
Main duties of the job
Responsible for case logging and call handling incident, change and service requests via an ITSM Toolset.
Contributes to knowledge management, expected to publish internal and external information and guidance, specific to the service offerings.
Responsible for attending incident management calls with various stakeholders from incident identification through to resolution.
Expected to contribute to supplier incident review calls, ability to escalate end user and internal issues to Service Management.
Contribute to external campaigns and webinars to help promote uptake and adoption of available service offerings.
About us
The NHS England board have set out the top-level purpose for the new organisation to lead the NHS in England to deliver high-quality services for all, which will inform the detailed design work and we will achieve this purpose by:
- Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities.
- Making the NHS a great place to work, where our people can make a difference and achieve their potential.
- Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
- Optimising the use of digital technology, research, and innovation
- Delivering value for money.
If you would like to know more or require further information, please visithttps://www.england.nhs.uk/.
Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.
Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.
NHS England hold a Sponsor Licence; this means that we may be able to sponsor you providing the Home Office requirements are met. To be eligible for sponsorship through the Skilled Worker route you'll usually need to be paid the 'standard' salary rate of at least £38,700 per year, or the 'going rate' for your job, whichever is higher. You can find more information on the Government website.
Job description
Job responsibilities
You can find further details about the role, organisational structure, recruitment profile, expected outcomes and benefits information in the attached Job Description and other supporting documents.
Please note that this is a short-term fixed term contract.
Secondments
Applicants from within the NHS will be offered on a secondment basis only, agreement should be obtained from their employer prior to submitting the application.
Security Clearance
To meet National Security Vetting requirements, SC clearances require 5 years continuous UK residency. In certain cases, this can be reduced to three years continuous UK residency, with additional overseas checks for the previous two years.
Candidates who were posted abroad for service with HM Government, Armed Forces or within a UK government role - will still be considered.
Please make sure you meet these requirements before applying for this role. You dont need to have security clearance level already, however, failure to achieve the requirements for security clearance level after offer, will result in the job offer being withdrawn.
For further advice please checkhttps://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels#security-check-sc.
For further information on National Security Vetting please check National security vetting: clearance levels - GOV.UK, information on the Security Vetting and Clearances Intranet page or contactengland.securityvetting@nhs.net.
Person Specification
Knowledge & Skills
- Service level management - Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
- Incident management - Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken
- Problem management Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
Skills
- Excellent communication skills with the ability to communicate clearly and effectively with others via both oral and written means.
- Effective problem-solving skills with the ability to understand a problem by breaking it down systematically into its component parts.
- Proven ability to understand the needs of the internal/external stakeholder and keeping them in mind when taking actions or making decisions.
Qualifications
- ITIL Foundation or working towards with experience
Interpersonal Skills
- Knowledge and understanding of protected characteristics within a workplace
Equality, Diversity and inclusion
- Knowledge and understanding of protected characteristics within a workplace
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
NHS England
Address
Any NHSE office
National
LS1 4AP
Employer's website
https://www.england.nhs.uk/about/working-for/
- Company
- NHS England
- Location
- National, United Kingdom LS1 4AP
- Employment Type
- Fixed-Term
- Salary
- £38682.00 - £46580.00 a year
- Posted
- Company
- NHS England
- Location
- National, United Kingdom LS1 4AP
- Employment Type
- Fixed-Term
- Salary
- £38682.00 - £46580.00 a year
- Posted