IT Service Analyst

TfGM Greater Manchester (Piccadilly Place); Manchester; On-site; GBP 41,000 - 46,000; Full time

Benefits offered by this job

Generous annual leave (28 days + bank)

Free travel on buses/rail/Metrolink

Local Government pension scheme (3x)

Hybrid and flexible working options

Wellbeing & personal development

Job summary

TfGM Greater Manchester (Piccadilly Place) is seeking an IT Service Analyst to support governance and coordination of IT services across the organisation, acting as a gatekeeper for operational IT services and ensuring change records are logged, reviewed and accurately maintained.

You will liaise with IS colleagues and third‑party suppliers, produce reports, monitor service activities and contribute to continuous service improvement, with a strong focus on attention to detail, stakeholder

Qualifications

• Excellent written and verbal communication with attention to detail.
• Experience in structured governance, service management or change management.
• Ability to engage with multiple internal and external stakeholders.

Responsibilities

• Governance and coordination of IT services; act as gatekeeper for changes.
• Log, review and administer change requests; ensure fit for purpose.
• Liaise with IS colleagues and suppliers; maintain change records.
• Produce reports and monitor service activities; support governance processes.
• Attend Change Advisory Board meetings and contribute to improvements.

Skills

Communication skills

Attention to detail

Organisational skills

Stakeholder engagement

Record keeping & reporting

ITSM principles

Change management

Governance

Deadline driven

Education

ITIL 4 Foundation certification

Job description

Are you seeking an opportunity to enhance your skills and gain experience in the operation, support and governance of IT services being offered to our customers and colleagues? Are you passionate about process and governance and providing a high standard of customer service? Our IS team currently have an exciting opportunity to join the Service Management Practice and start a career in IS Service Management.

Your Role

In this role you will become part of a supportive and experienced team responsible for the governance and coordination of IT services across the organisation. You will contribute towards maintaining IT best practice, including acting as a gatekeeper for operational IT services. This will include the logging, reviewing and administration of IT change requests, ensuring these are planned, fit for purpose and communicated effectively to minimise disruption to customers and colleagues.

You will liaise with IS colleagues and third-party suppliers to ensure IT change records are accurately maintained and updated in line with agreed standards and processes. You will also be responsible for producing reports, monitoring service activities and supporting the delivery of governance processes with a high level of accuracy and attention to detail.

The role will involve supporting Change Advisory Board activities, maintaining schedules of planned changes, ensuring actions are progressed and completed, and assisting with service improvement initiatives. You will also have the opportunity to attend Service Review Meetings with third-party suppliers and contribute to the continuous improvement of IT services. Whilst knowledge of our systems and processes can be learned, we are looking for someone who brings excellent attention to detail, strong organisational skills, effective communication skills and experience of working with stakeholders across a range of teams and organisations.

For more info see Job Profile below.

Who are we?

The IS Service Management Team are committed in supporting the day to day operations of IT services by ensuring that new and existing services are secure and upto date by planned and coordinated change management activities. We use our analytical expertise and service management experience to aid delivery of high-quality IT services and management of third party supplier contracts that help to drive the high availability and security of our IT services.

The IS Service Management Team are responsible for ensuring that technology and digital services are delivered, supported and continually improved in a way that meets business needs reliably and efficiently. We provide governance, oversight and coordination across the full IT Service Management lifecycle which covers areas such as incident management, change and release management, service level management, third party supplier management, contract management and reporting.

What you’ll bring

What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

You'll have excellent written and verbal communication skills, exceptional attention to detail and strong organisational skills. You will have experience of working within structured operational, governance, service management or change management processes and be confident engaging with a range of internal and external stakeholders. You will be experienced in maintaining accurate records, reviewing information for quality and completeness, coordinating activities, monitoring actions and producing accurate management information and reports. An understanding of IT Service Management principles and IT change processes is essential, together with the ability to work effectively to deadlines whilst maintaining high levels of accuracy and customer service.

• ITIL 4 Foundation certification (or above) is essential for this role.

What we can offer you

This is a permanent role and comes with a salary of £40,998 - £46,081 per annum depending on experience. This is comprised of base salary plus market supplement, (£36,198 - £41,281) + plus MFS £4,800, the market supplement is paid monthly and reviewed as required).

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website

Supporting Documents

IT Service Analyst Role Profile