Senior Digital Analyst – ICT

TN United Kingdom; London; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Senior Digital Analyst to lead the IT Service Management strategy. This role involves developing an ITSM roadmap, configuring tools, and managing change and asset management. You will work closely with stakeholders to drive continuous improvement and mentor a team, ensuring best practices are adopted. The position offers a flexible hybrid working environment and the opportunity to make a significant impact on service delivery for the community. Join a vibrant team dedicated to enhancing the digital experience for both staff and residents.

Benefits

28 paid days holiday

Local Government Pension Scheme

Flexible working arrangements

Learning and development opportunities

Childcare vouchers

Interest-free loans on travel cards

Discounts at local establishments

Qualifications

• 5+ years of experience in IT Service Management.
• Proven track record of managing ITSM processes effectively.
• Strong understanding of SQL and relational databases.

Responsibilities

• Lead the development and execution of the ITSM roadmap.
• Manage and mentor colleagues, fostering collaboration.
• Champion best practices in service management across the organization.

Skills

IT Service Management

Data Analytics

Change Management

Analytical Skills

Problem-Solving Skills

Communication Skills

Agile Methodologies

Team Leadership

Education

ITIL v4 Certification

ISO20000 Certification

Tools

Halo

Ivanti

Jira

Job description

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About the role

As a Senior Digital Analyst in our Workplace Systems team, you will lead on the overall strategy, implementation and continuous improvement of our IT Service Management (ITSM) practices.

We are looking for an experienced, self-motivated service desk specialist, who can:

• Develop and execute the ITSM roadmap, aligning business needs with efficient service delivery
• Configure and manage ITSM tools, leveraging data analytics to drive continuous improvement
• Oversee asset management and change management within our current ITSM system (Halo)
• Champion the adoption of best practice and methodologies within the organisation
• Build relationships with key stakeholders to establish best practices in service management
• Manage and mentor colleagues, fostering a culture of collaboration and excellence.

About you

We don’t expect you to tick every box on our job description. The most important things that we are looking for are:

Minimum of 5 years of experience in IT Service Management

• Proven track record of successfully implementing and managing ITSM processes
• Proficiency in leading ITSM tools (Halo, Ivanti, Jira etc)
• Understanding of SQL and relational databases
• In-depth knowledge of ITSM frameworks (ITIL v4 or ISO20000 certified)
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Experience of leading and motivating teams
• Knowledge and experience of Agile methodologies (ie Scrum, Kanban) and their practical application.

About the team

You will be part of a large team of digital analysts and engineers in the Colleague Experience team, who support a wide range of systems, networks, infrastructure and equipment that is critical to the successful functioning of an array of digital services that are relied upon by both staff members and residents.

Our priorities

Over the next year the team’s priority areas of focus will be:

• Expanding the use of the ITSM system outside of traditional ICT functions, so that it can support the council’s broader goals and objectives
• Leveraging automation for repetitive tasks like ticket routing and categorization, to achieve even resolution of simple issues.

What we love about working for Hackney :

• Doing work that has a positive impact on residents’ lives
• A diverse workforce that reflects our community
• Flexibility of hybrid working and being able to have a good work-life balance
• No one day is ever the same and you’ll get to work across a wide range of services.

In return you will benefit from:

• A generous holiday allowance of 28 paid days, rising to 33 days (after 5 years) plus bank holidays
• Membership of the excellent Local Government Pension Scheme
• Standard 36 hour week (7.2 hours per day, Monday to Friday)
• Wide range of learning and development opportunities
• Comprehensive range of staff benefits such as childcare vouchers, new technology schemes, Cyclesheme, interest-free loans on annual travel cards, discounts at leisure centres (Better), restaurants, shops and other local establishments.

Where we work

We offer hybrid working. You will be expected to come into our offices in the Hackney Service Centre to work with your team for a minimum of two days a month, however many of us prefer to come in more frequently. Like many organisations, our hybrid arrangements are evolving and you may be expected to work from the office more frequently in future.

Talk to us or ask any questions

There is no better place to work in London than Hackney; we have great pride in our borough, our communities, and our services. Hackney is one of London’s most vibrant and diverse boroughs. It’s one of the most sought after areas to live in London with good schools, parks and local amenities, as well as great transport links and vibrant and diverse communities.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

The recruitment process is anonymous. Therefore, we do not accept supporting statements or CVs.

When applying, there will be a number of questions relating to the post on the application form. It is essential that you complete the application questions, responding to each using examples of your skills, knowledge and experience.

We will not accept applications where Artificial Intelligence (AI) has been used to assist with completing the competency questions or any part of the application form.

This application process replaces a supporting statement.

Closing date for applications : 30 June 2024 (22:59)

Interview date : W/C 08 July 2024

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.