Service Support Analyst

Summary

Join Livestock Information Ltd as a Service Support Analyst and become a key player in our multi-vendor support model. You will work to elevate support across the business, ensuring superior service for our customers. Your daily tasks will involve aligning our services with industry standards like ITIL V4, ISO 27001, and ISO 20000. This role requires proven experience in a similar position, ideally within an ISO 20000 accredited organization, along with knowledge of cloud computing and ITIL qualifications. We offer a fully remote and flexible working setup, along with a comprehensive benefits package including generous annual leave, life assurance, a market-leading pension scheme, and excellent professional development opportunities.

Requirements

• Have proven experience in a similar role ideally within an ISO 20000 accredited organisation
• Have knowledge of cloud computing, on the Azure platform
• Have ITIL V3 and/or ITIL V4 qualifications
• Have demonstrated experience in IT Service Support and Service Desk environments with incident and problem management experience
• Have strong analytical and problem-solving skills, with a detail-oriented approach to managing Problems and root cause analysis
• Have experience using Service Now Service Management tooling
• Have excellent communication and interpersonal skills

Responsibilities

• Work with the Service Design and Transition towers supporting the seamless transition of new and modified services into the live production environment, ensuring minimal disruption to existing operations
• Assist in the development and maintenance of comprehensive documentation for live services, including operational procedures, support documentation, and knowledge articles
• Implement effective systems and processes to monitor service performance, identify issues proactively and minimize downtime
• Work with the Service Delivery Manager to monitor and report on key performance indicators (KPIs) to measure the effectiveness and efficiency of live services
• Ensure high availability and reliability of IT services by maturing the problem management processes
• Support the development of Service Now Service Management tooling
• Work with the CSI Lead to proactively identify opportunities for service improvement, driving initiatives to enhance the efficiency and effectiveness of live services
• Help to foster a culture of continuous improvement, encouraging feedback from stakeholders and implementing lessons learned
• Support the management of relationships with external vendors and partners involved in delivering and supporting live services
• Collaborate with internal and external stakeholders to understand their needs, addressing concerns, and ensuring service remains aligned with business objectives
• Collaborate with the security and compliance teams to ensure live services adhere to industry regulations and organisational security standards including ISO 27001
• Help in the process to implement and monitor security controls to safeguard live services and data on the Azure platform

Benefits

• A fully remote and flexible working set up
• 33 days annual leave, inclusive of Bank Holidays
• 4 x annual salary Life Assurance
• Market leading pension scheme through Legal & General
• Enhanced Family Friendly Policies
• Excellent learning, training, and career development opportunities
• 24/7 access to our Employee Assistance Programme
• A diverse and inclusive culture where everyone is respected and valued