Service Assurance Analyst
Service Assurance Analyst
Service Assurance Analyst/ Service Design/ Service Transition/ Service Operations/ ITIL V3/ ITIL V4/ Technology/ Infrastructure/PRISM/ Digital Operations/ Project Delivery
5month contract- extensions likely
£400-475 per day – inside IR35
3 days per week on-site in Warrington (Northwest), 2 days from home
Our client is seeking a Service Assurance Analyst to join their Customer Services Team. The role will support several projects, namely the modern workplace rollout, and a number of other technology maintenance workstreams.
You will be able to create service designs against the agreed business requirements and solution design and also ensure new solutions being delivered into a production environment satisfy all operational acceptance criteria, in accordance with the required SLA’s ensuring existing services are not adversely impacted.
Key Responsibilities:
- Contribute to Service Design, Service Transition and Service Operations to ensure realistic SLAs are agreed with the business and 3rd party supplier
- Contribute to the design and production of Digital Services related processes and documentation
- Provide service governance for projects through Service Acceptance Criteria and PRISM (Post Release Implementation Support & Maintenance) Governance
- Ensure all stakeholders are communicated to effectively pre-, during and post any change being delivered by Digital Operations & Project Delivery.
- Ensure that knowledge gained during the test, change, release and deployment, phase is documented and disseminated to all relevant parties
- Ensure that new / changed services are accepted by the business and stakeholders before implementation
- Monitor and implement appropriate responses to day-to-day customer/client issues to ensure that appropriate resolution is achieved
- Promote a positive image for Digital Operations, building and sustaining strong working Contribution to own team's operational requirements to deliver against objectives and goals.
- Work with third parties so that they are used effectively to deliver maximum value to the business
Key Skills & Qualifications:
- Analytical and Methodical; able to work through ambiguity
- Experience in working with multiple third parties at all levels and able to manage multiple priorities.
- Good awareness of financial and commercial commitments and liabilities, and impact of unsuccessful change implementation
- Good experience of project management methodology including delivery methods and testing lifecycle.
- Understanding of technology, infrastructure, telecommunications and networks and the ability to translate technical information into terms that business users can understand.
- Excellent customer service attitude, communication, and interpersonal skills including strong influencing and stakeholder management.
- Broad business knowledge, including understanding of ‘end to end' process operation
- Promote positive customer relationships to ensure customer satisfaction and organisational success
- ITIL Foundation qualified (v3 or4)
In the first instance, please submit your up-to-date CV.