Junior Service Integration and Management Analyst

NHS; London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

NHS Resolution seeks a Junior SIAM Analyst to support IT service management initiatives, ensuring quality-assured services aligned with ITIL standards. This role offers flexibility with a hybrid work model and opportunities for personal development within a collaborative environment, supporting the transformation of service delivery.

Benefits

Competitive salary and benefits package

Career growth opportunities

Collaborative work environment

NHS Pension Scheme

Minimum of 27 days Annual Leave

Employee assistance programme

Cycle to work scheme

Qualifications

• Degree or relevant experience in IT service management.
• Understanding of ITIL principles.
• Strong organisational and planning skills.

Responsibilities

• Support the implementation of IT service management processes within the SIAM function.
• Collaborate with internal IT and Business teams to ensure smooth service delivery.
• Produce and analyse reports on performance and service.

Skills

Organisational skills

Planning skills

Communication skills

Analytical skills

Customer service

Education

Degree or equivalent experience

Tools

MS Office

Job description

Junior Service Integration and Management Analyst

The role of Junior SIAM Analyst, within the SIAM team, is a pivotal position within NHS Resolution, offering a unique opportunity to shape the future of IT service management within the organisation. This role is accountable to the Service Performance and Improvement Manager and is responsible for supporting the provision of quality assured IT Information and Service Management activities to NHS Resolution and its stakeholders. The successful candidate will be instrumental in ensuring that NHS Resolution's IT services are managed in a standardised and consistent manner, aligning with ITIL industry standards. This position is based in London and can be hybrid, providing flexibility and a dynamic working environment.

The key purpose of this broad role is to support the ongoing development of our SIAM framework and the implementation and operation of ITIL-aligned processes. The successful candidate will work closely with various stakeholders, including all NHS Resolution staff, IT service providers, third-party suppliers, and the wider DDaTT department.

Main duties of the job

The successful candidate will play a key role in supporting the continuing development and operation of a structured, ITIL- aligned service management framework by:

• Supporting the implementation and operation of IT Service Management (ITSM) processes within the SIAM function, e.g. Problem Management, MIM, CSI, Service Reporting and others.
• Collaborating with internal IT and Business teams, as well as third-party suppliers to ensure smooth service delivery and issue resolution.
• Supporting and co-facilitating process improvement workshops and training sessions.
• Producing and analysing reports on performance, service, and departmental expenditure.
• Maintaining and updating operational documentation, knowledge documentation and IT processes and procedures.
• Contributing to policy development and ensuring alignment with ISO and Cyber Essentials standards.
• Supporting IT and business users in adopting new tools, processes and ways of working.
• Monitoring and escalating issues, risks, and progress through appropriate channels.
• Assisting in the automation and analysis of internal and supplier reports.
• Providing excellent customer service and responding to enquiries across multiple channels.

About us

About usNHS Resolution is a not-for-profit arms length of the NHS working for health care providers to resolve claims fairly and to share learning across the NHS and beyond. We provide a supportive environment for our staff with specialist training and the opportunity for personal development.NHS Resolution operates several indemnity schemes, on behalf of the Secretary of State for Health and Social Care, primarily for the handling of liability claims against English NHS Trusts and other commissioners and/or providers of NHS care.

Job responsibilities

We are seeking a highly skilled and motivated individual for the role of Junior SIAM Analyst. This position offers a unique opportunity to shape the future of IT service management within our organisation. The successful candidate will possess the following qualifications, skills and experience:

• Degree or equivalent experience.
• Understanding of ITIL principles or relevant experience in IT service management.
• Strong organisational and planning skills with the ability to manage complex workloads and tight deadlines.
• Proactive and ability to work independently and collaboratively with minimal supervision.
• Proficiency in MS Office (Outlook, Excel, Word, PowerPoint) and excellent attention to detail.
• Strong written communication skills and the ability to create and maintain detailed documents relating to processes, reports and other IT service management documentation.
• Ability to collate, manipulate and analyse complex data from various sources and identify service improvement opportunities.
• Commitment to continuous professional and personal development.
• Ability to manage conflicting priorities and adapt to changing circumstances.
• Experience working with internal and external stakeholders, including third-party suppliers.
• A proactive, respectful, and ethical approach aligned with NHS Resolutions values.

The successful candidate will have the opportunity to be part of a transformation programme, aimed at significantly improving service delivery and the day-to-day experience of users both internally and externally. The role involves supporting the development, implementation, documentation and operation of various processes including service measurement & reporting, service level management, service catalogue, continual service improvement and various ITIL Service Operation processes.

The Junior SIAM Analyst will also support how we manage our 3rd party suppliers, in the context of a SIAM delivery model. This includes monitoring performance against are integrating them effectively in the delivery of end-to-end service outcomes.

This position offers a unique chance to contribute to the creation of a continuous improvement environment, engaging with DDaTT teams to support the delivery of efficient and effective services.

What we offer in return

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• Collaborative and innovative work environment.
• Work in a progressive environment towards data-driven strategies.
• A commitment to diversity, equality, and inclusion.
• Access to the NHS Pension Scheme and a minimum of 27 days Annual Leave.
• Commitment to support individuals in having a work and life balance, offering flexible working arrangements.

When joining the NHS family, there are a wealth of savings, discounts and support you will be able to access.

• 24 hours employee assistance programme from Health Assured (EAP)
• Eye care vouchers for Specsavers.
• Blue Light card, a discount service for the emergency services and the NHS.
• Cycle to work scheme.
• Season ticket loan scheme.

To apply please provide us with a supporting statement explaining exactly what you will bring to this role and how you meet the essential criteria in terms of your background, experience and career achievements to date. As well as your CV listing detailed work history and job responsibilities.

We recognise some candidates may wish to use AI to support their application. We do not prohibit such use but please clearly indicate in your application where you have used AI.

Closing date: 08 July 2025

We reserve the right to close the advertisement early, should we receive sufficient applications.

You must have the right to live and work in the UK. If you require a Visa, NHS Resolution is currently unable to support sponsorship requests.

Person Specification

Qualifications

• Degree or equivalent relevant experience plus specialist knowledge of audit and analytical procedures

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Full-time,Flexible working,Home or remote working