Service Continuity Analyst

Like any organisation, it’s the people that make the difference - are you ready for a new challenge?

We have a brand new and exciting opportunity within the Service Continuity Team. We are looking for a Service Continuity Analyst whose primary focus will be assisting with Change Management, Problem Management, Governance &  Reporting.

You will become an integrated part of the newly formed Service Continuity team providing real-time management to all key IT service processes. The key responsibilities for this team include the provision and availability of all IT Services ensuring that SLAs are met, that customers are kept informed on any service issues, that Major Incidents are correctly managed through to successful resolution, to take any proactive action that is necessary to ensure service availability, and to provide excellent Problem, Change and Knowledge Management services.

Although this role is mainly focussed on Change, Problem and Reporting, you will be working in a flexible pool of analysts within the Service Continuity Team, all with the same end goal. Your role will be to assist with the process of preparing and validating formal changes within the TP IT environment, investigating and tracking problems through to resolution, assisting in the preparation of weekly and monthly service reports, and where necessary hosting those reviews, plus supporting other areas of the Service Continuity team wherever possible, including Incident, Major Incident and Knowledge Management.

You will be responsible for:

• Reviewing allocated RFCs, assessing the priority, impact and risk of all changes, recommending for rejection those that do not meet the requisite level of planning, testing and business sign-off and ensuring the combination of changes do not add to the overall risk. Authorise acceptable changes or refer high risk or high impact changes for approval by the Change Advisory Board (CAB).

• Support the preparation of the CAB agenda, circulating all appropriate RFCs to the CAB members in advance of meetings to allow prior consideration. Produce minutes following every CAB. Help convene urgent CAB or emergency Change Advisory Board (eCAB) for appropriate urgent or emergency RFCs.

• Ensure suitable change and release records are kept as agreed with the Service & Operations Manager.  Analyse change records to determine any trends. Produce Change and Release management reports to agreed schedules.

• Help prepare the forward schedule of change which will enable the Change and Release Management team to influence scheduled change dates at an early point in the development life cycle to enable risk factors to be mitigated prior to release.

• To assist the Problem Manager through the lifecycle of all identified Problems. To minimise and mitigate against any adverse impacts on our businesses, caused by underlying errors in IT infrastructure. To proactively prevent recurrence of Incidents related to these errors, through rigorous root cause analysis and improvement initiatives.

• Analysing historical data to identify and eliminate potential incidents before they occur, collecting, collating and reviewing  and performance reports for various systems, and to report trends in hardware and application performance to assist senior technical personnel to predict future issues or outage, performing trend analysis of our services and divisions, mainly, but not solely, based on incident data, in order to establish pain areas, targeted incident reduction, other initiatives such as 'shift-left', addressing knowledge gaps, quality improvements.

• Support the Service Operations Manager and chair service meetings where appropriate and produce necessary reports in preparation for weekly/monthly meetings.

• Be involved in Continuous Service Improvements, Service Transitions and to work with Divisional Service Managers to continuously update yourself on business activities, sharing this knowledge with colleagues to enable better business impact determination.

What do I need to have?

Preferably you will have a higher education qualification and/or ITIL Foundation Certificate in IT Service Management V3 and IT service experience. You should have experience in a Change and Release management role, in trend monitoring and report production that track and measure changes. Some experience with Problem Management and problem trend analysis would also be of benefit. You will need excellent problem solving and analytical skills, and experience of co-operating with and influencing the work practices of colleagues. Excellent time management skills and the ability to prioritise workload whilst staying aware of project plans is essential.

Why us?

We are the UK leader in the building materials and home improvement markets. Recognised as one of Britain’s Top Employers since 2010, we offer our employees access to extensive career opportunities across 20+ leading businesses including Travis Perkins, Wickes, Keyline and City Plumbing Supplies. We operate out of more than 2,000 outlets nationwide and have over 28,000 colleagues.

Despite our size, we’ve got the values of a family run business. So there has never been a better time to join us.  And if, like us, you put customers at heart of everything you do you can expect to be rewarded with a full package of perks on top of a salary that grows with you as you grow in our business.