Service Analyst

NHS England; Leeds; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading health organization in Leeds is searching for a candidate to join its Collaboration Services team. You will manage incident logging and service requests, while contributing to knowledge management and promoting service offerings. Candidates should be proactive and ready to work both remotely and in-person. A competitive salary of at least £38,700 per year applies, along with opportunities for professional growth.

Qualifications

• Responsible for case logging and handling calls via ITSM Toolset.
• Ability to contribute to knowledge management and publish guidance.
• Experience in attending incident management calls.

Responsibilities

• Log incidents, changes, and service requests.
• Contribute to supplier incident review calls.
• Promote service offerings through campaigns and webinars.

Job description

Collaboration Services

We deliver secure, user-focused digital platforms that enable collaboration and communication across health and social care. This includes a national communications platform with 1.7 million active users, ensuring the NHS workforce maximises technology to boost productivity. We simplify and enhance our external digital presence through a reliable, secure CMS‑driven website experience, and provide NHS Futures – a secure collaboration environment for national and international partners to share resources, manage programmes, and build communities beyond IT restrictions.

Responsibilities

• Responsible for case logging and call handling incident, change and service requests via an ITSM Toolset.
• Contributes to knowledge management, expected to publish internal and external information and guidance, specific to the service offerings.
• Responsible for attending incident management calls with various stakeholders from incident identification through to resolution.
• Expected to contribute to supplier incident review calls, ability to elevate end user and internal issues to Service Management.
• Contribute to external campaigns and webinars to help promote uptake and adoption of available service offerings.

Purpose

The NHS England Board Have Set Out The Top‑level Purpose For The New Organisation To Lead The NHS In England To Deliver High‑quality Services For All, Which Will Inform The Detailed Design Work And We Will Achieve This Purpose By

• Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities.
• Making the NHS a great place to work, where our people can make a difference and achieve their potential.
• Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care.
• Optimising the use of digital technology, research, and innovation.
• Delivering value for money.

If you would like to know more or require further information, please visit https://www.england.nhs.uk/.

Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in‑person.

Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.

NHS England hold a Sponsor Licence; this means that we may be able to sponsor you providing the Home Office requirements are met. To be eligible for sponsorship through the Skilled Worker route you’ll usually need to be paid the ‘standard’ salary rate of at least £38,700 per year, or the ‘going rate’ for your job, whichever is higher. You can find more information on the Government website.

Contact

Name: Gemma Rogerson
Job title: Senior Programme Manager
Email address: [e-mail]