Service Operations Analyst

Join us as our Service Operations Analyst at Peregrine Resourcing.

The role

As a Service Operations Analyst, aligned to one or more services you'll be a key player in the operational day to day activity of that service. You will regularly review the current service levels of your aligned service(s) monitoring KPIs, as well as investigating and handling lower severity incidents, proactively detecting trends and risks. Escalating and or raising higher severity incidents, risks or proactive problem tickets with their relevant owners. You will collaborate closely with your team and other Service Operations teams, including ITIL functions, Technology Office teams, our Service Providers, and our customers becoming a key player in delivering excellent customer service. Working with the technical operations centre (TOC) you will focus on improving ticket triage, documentation and runbooks for your relevant service(s) as well as helping keep the service catalogue and CMDB up to date.

Responsibilities:

·      Manage day to day operational activity to your aligned service(s).

·      Acting as a subject matter expert for your service(s), ensuring documentation, service catalogue/CMDB and standards are accurate.

·      Foster a collaborative and open engagement across your service(s). Joining regular standups and sharing information.

·      Managing lower severity incidents as required, working with the TOC to improve triage processes, runbooks etc.

·      Working with other analysts, proactively reviewing incident trends, underlying root causes and repeat lower-level incidents to detect wider impacting issues, raising problems or risks.

·      Ensuring governance and compliance to existing processes and any regulatory requirements.

·      Ensure relevant processes are consistently applied for efficient handovers between ITIL functions such as incident, problem and change tickets, ensuring ownership and updates throughout their lifecycle. Feeding into retrospectives. 

·      As required build and run service management reporting for your aligned service(s) ensuring accuracy and available on time.

·      Raise, and manage risks associated with the service(s) ensuring ownership

Requirements

·      ITIL Accreditation

·      V4 Foundation equivalent or above

·      Problem solving

·      Incident management

·      ITSM toolset experience

·      Risk management

·      Highly resilient with an aptitude to work well under pressure. 

·      Being able to balance conflicting priorities.

·      Adaptability and the ability to cope with ambiguity. 

·      Proactive with a can-do attitude and sense of pride and ownership

About us:

At Peregrine, we see beyond the immediate and look to the horizon. We build lasting, meaningful partnerships with our clients, and deliver flexible solutions for every resourcing need, both now and in the future. Together, we help our clients to engage, develop and harness the skills they need to achieve and grow the workforce they want. We have a range of benefits you will receive alongside your salary.

Our culture: 

At Peregrine we embrace fresh ideas, and we love learning fast. Our solutions are trusted and established, so we have the confidence of knowing we have a solid foundation. We rely on openness and honesty, and we’re always ready to help each other out. And we believe that our work can benefit society – whether it’s finding the digital talent of the future or being a driver for social mobility. 

Our commitment to diversity:  

At Peregrine, we’re proudly committed to championing diversity and inclusion, with company-wide initiatives to drive greater social mobility and reduce our environmental impact. Our teams represent a huge breadth of cultures, languages, and ethnicities, and over 20 different nationalities. We also employ candidates from a range of educational and socioeconomic backgrounds. Our partnerships with numerous charities ensure that we can stay well-informed and continue to improve our practices for the future. It reflects in the way we recruit our clients as we assist them in becoming more diverse.