Service Analyst

Capita plc; City Of London; Remote; GBP 36,000 - 44,000; Full time

Job summary

A leading outsourcer is seeking an experienced Service Analyst to support the development of service design for a major transformation initiative. The role involves collaborating across teams, contributing to service blueprints, and aligning solutions with client requirements. Candidates must have experience in shared service design and familiarity with ERP platforms. Competitive salary plus benefits offered for a home-based position.

Benefits

Salary of up to 43,500 plus benefits

23 days' holiday (rising to 27)

Opportunity for paid volunteering days

Company pension and life assurance

Voluntary benefits for lifestyle needs

Qualifications

• Experience in shared service design, focus on HR, Finance, and Payroll.
• Familiarity with ERP platforms and service transition planning.
• Ability to collaborate across teams in a hybrid setting.

Responsibilities

• Support the creation of Capita's Service Blueprint and Operating Model.
• Assist functional teams in developing detailed service designs.
• Collaborate with teams to iterate service designs.

Skills

Experience in shared service design and implementation across multiple functions

Familiarity with ERP platforms and service transition planning

Ability to work collaboratively across dispersed teams

Familiarity with UX design and accessibility standards

Understanding of Government Digital Service (GDS) methodology and service lifecycle

Job description

Capita is seeking an experienced Service Analyst to support the development of end-to-end service design for a strategic client programme. This is a unique opportunity to contribute to a multi-phase transformation initiative focused on delivering high-quality, user-centric services across HR, Finance and Payroll.

Reporting to the Capita Service Architect, you will support the development of Capita's service design, ensuring alignment with client requirements and Capita's solution capabilities. You'll work closely with functional teams, contribute to the Capita Service Blueprint and Operating Model, and assist in the creation of Standard Operating Procedures and test scripts. Your work will help ensure a seamless user experience across Capita and its strategic client.

Ready to help shape the future of service delivery in a major transformation programme? Apply now!

What you'll be doing

• Support the creation of Capita's Service Blueprint and High-Level Operating Model
• Assist functional teams in developing detailed service designs across HR, Finance and Payroll
• Collaborate with the End-User Forum to present and iterate service designs
• Ensure integration with external service elements and Capita's technical solutions
• Contribute to the development of SOPs and support testing and training preparation
• Support quality assurance of service design and alignment with internal and external standards
• Assist in resolving service design issues and operational challenges during early service life
• Provide input to service transition planning and dress rehearsals
• Help resolve live service-related issues during initial operational rollout

What we're looking for

Essential Skills & Experience

• Experience in shared service design and implementation across multiple functions
• Familiarity with ERP platforms and service transition planning
• Ability to work collaboratively across dispersed teams
• Familiarity with UX design and accessibility standards
• Understanding of Government Digital Service (GDS) methodology and service lifecycle

Desirable Skills & Experience

• Experience with Oracle Fusion ERP implementations
• Background in phased service transfers and interim service states
• Awareness of digital accessibility, inclusion, and ethics in public services
• Experience supporting post-transition hypercare and operational readiness

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences

What's in it for you?

• Salary of up to 43,500 plus benefits
• Home-based position
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We're committed to your growth - offering exciting opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

Customer first, always Fearless innovation Achieve together Everyone is valued

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process. Please email [e-mail] or call 07784 237318 and we'll get back to you to discuss.

For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [e-mail]

As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.