Service Analyst - Change and Knowlege

Manchester City Council; Greater Manchester; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid working

Public sector pension

Good Employment Charter member

Job summary

Manchester City Council’s ICT & Digital service is seeking a Service Analyst for Change and Knowledge Management. You will manage end-to-end change processes to protect service stability and lead knowledge management to improve issue resolution and service quality.

The role emphasizes governance, stakeholder engagement, and continual service improvement within a large public sector organisation.

Qualifications

• Experience in ICT Service Management environments.
• Ability to manage changes and governance with stakeholders.
• Proven knowledge management capabilities and knowledge articles.

Responsibilities

• Own and coordinate end-to-end change management process including CAB meetings.
• Facilitate governance and stakeholder engagement for service improvements.
• Develop and maintain knowledge management, procedures and guidance to improve support quality.
• Produce reports and documentation to support continuous service improvement.

Skills

ITIL Foundation

Stakeholder management

Change management

Knowledge management

Communication

Problem solving

Education

ITIL Foundation qualification

Tools

ServiceNow

ITSM platforms

Job description

About The Role

Working hours: 35 hours per week

Contract type: Permanent

Working style: Hybrid

Closing date: 11.59pm, 27 October 2026

Interview method: in person

Skilled Worker Sponsorship

You must already have a valid right to work in the UK documentation, as we cannot offer visa sponsorship for this role.

About the Role

Manchester City Council's ICT & Digital service plays a vital role in supporting the delivery of services to residents, communities, elected members and Council staff across one of the UK's largest local authorities. From critical business applications and cloud platforms to end-user technologies and digital transformation initiatives, ICT underpins everything we do.

As our Service Analyst for Change and Knowledge Management, you will help ensure that changes to live ICT services are managed safely and effectively while driving a culture of knowledge sharing and continuous improvement. This is an exciting opportunity to work at the heart of ICT Operations, helping to protect service stability, minimise disruption and improve the experience of thousands of users across the Council.

If you are passionate about service excellence, governance, collaboration and continual improvement, and want to contribute to Manchester's ambitious digital future, we would love to hear from you.

ICT Operations is responsible for the day-to-day delivery and support of the Council's digital and technology services, supporting approximately 8,000 users, over 200 business applications and a substantial estate of cloud, infrastructure and end-user technologies.If you're successful, you'll join a team of dedicated ICT professionals responsible for ensuring that changes to live services are assessed, authorised, communicated and implemented in a controlled manner. You will own and coordinate the end-to-end change management process, facilitate Change Advisory Board (CAB) meetings, engage with technical and business stakeholders, and maintain robust governance to reduce operational risk and protect critical services.

Alongside change management, you will play a key role in developing and maintaining the Council's knowledge management capability. You will help ensure that service knowledge, procedures and guidance are current, accessible and effective, enabling colleagues and support teams to resolve issues more quickly, promote self-service and improve service quality.

This role provides an excellent opportunity for someone with experience of IT Service Management practices, strong stakeholder management skills and a passion for service improvement to make a visible impact across a complex and diverse organisation.

Why Manchester?

Manchester is one of the most vibrant and ambitious cities in the UK. Our ICT & Digital service is central to enabling the Council's priorities and supporting the services that residents rely upon every day. In return, we offer a collaborative working environment, opportunities for professional development and the chance to make a genuine difference to the people and communities of Manchester.

Pre-employment checks

If you are successful, your appointment will be subject to completing the relevant pre-employment checks. These checks will be carried out as part of our recruitment processes and includes:

• BPSS (Baseline Personnel Security Standard) clearance - this post is subject to BPSS checks. You will therefore be required to consent to and comply with BPSS checking requirements prior to commencing in this post. This check involves verification of identity; nationality and immigration status; employment history (past 3 years) and basic criminal record check.

For more information on these checks, please visit checks page.

About the Candidate

We would love to hear from you if you have experience of working within an ICT Service Management environment and are passionate about delivering high-quality, customer-focused services. You will be an organised and proactive individual with excellent communication and stakeholder management skills, capable of working with colleagues across technical teams and business services to ensure that change and knowledge management processes are effective and consistently applied. Based on the role profile, the successful candidate will support and coordinate key service management activities including change governance, stakeholder engagement, knowledge management and continual service improvement.

Essential requirements for the role

• Working within an ICT or IT Service Management environment.
• Managing and coordinating processes, activities or work packages to agreed standards and timescales.
• Building effective relationships with a wide range of stakeholders and communicating complex information clearly, both verbally and in writing.
• Analysing information, identifying trends and making recommendations to support operational and service improvements.
• Planning, organising and prioritising workloads effectively in a busy environment.
• Problem solving and decision making, including assessing risks and identifying practical solutions.
• Producing reports, presentations, process documentation or knowledge articles.
• Supporting or administering service management processes such as Change Management, Incident Management, Problem Management or Knowledge Management.
• Using ICT systems and tools to maintain accurate records, documentation and management information.
• Working collaboratively as part of a team whilst also being able to work independently.
• Demonstrating a commitment to continuous improvement and delivering excellent customer service.
• Holding an ITIL Foundation qualification, or being able to demonstrate equivalent knowledge and experience

The experience below would be beneficial but is not essential

• Previous experience of Change Management and/or Knowledge Management processes.
• Experience of facilitating meetings, governance forums or Change Advisory Board (CAB) meetings.
• Experience of using ServiceNow or other IT Service Management platforms.
• Experience of developing and maintaining knowledge bases, knowledge articles or service documentation.
• Experience of producing performance reports and analysing service trends.
• Experience of working within a public sector or large, complex organisation.
• Knowledge of ITIL best practice and continual service improvement methodologies beyond Foundation level.
• Experience of supporting training, onboarding activities or knowledge-sharing initiatives.
• Experience of identifying and implementing service improvements that enhance user experience or operational efficiency.

About Us

Working for Manchester City Council is a chance to make a real difference in a diverse city that leads change and improves lives. Whether you're supporting communities or improving public services, you'll help create opportunities and shape a better future for everyone

Benefits we offer

• Up to 26 days' annual leave, rising to 31 days after five years' service
• Buy up to two extra weeks' leave
• Up to 3 days' volunteering leave
• A 35-hour work week for full-time roles
• We review pay each year and recognise three trade unions
• The UK's largest local government pension scheme
• Enhanced parental and carers leave
• Employee discounts and perks
• Good Employment Charter member

For more information about working for Manchester Council, please visit Careers - Manchester City Council

Creating an Inclusive Team at Manchester City Council

Manchester City Council values equality and works to provide a fair and inclusive environment for a workforce that is as diverse as the communities it serves. We want to further increase the diversity of our workforce, in particular the number of Black, Asian and Minority Ethnic staff and disabled staff at all levels of the Council. This advert is open to all applicants, and we would particularly welcome applications from candidates identifying with one or both of those characteristics.

Guaranteed Assessment Scheme

We guarantee assessments for applicants who meet the recruiting panels minimum shortlisting requirements for the role and identify with at least one of the criteria below:

• Members of the Armed Forces and veterans
• Are currently in care, or have previously been in care.
• If you consider yourself to be disabled or if you have a long-term condition
• Have you completed the GM Elevate (Leadership Development) Programme or any MCC positive action programmes?

When You Join Us

We're a Disability Confident Employer, offering:

• A workplace adjustment hub which provides specialist support, advice and guidance to ensure you have the adjustments needed to thrive at work.
• Disabled Staff Network, Neurodiversity Staff Network and Mental Health Staff Network that provides a safe inclusive space to share experiences and opportunities to influence council practice.
• A strong commitment to ensuring all information adheres to accessibility standards and that our workplaces are accessible and disability-friendly.

For more information about the role or any adjustments, email [email protected].

What we will need from you if you're successful

In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This is not a role we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship.

Other relevant information

We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we'll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role.

For more information about the role, please ensure that you read the role profile attached.

GM Elevate Programme

If you have completed the GM Elevate( Leadership Development) Programme, please indicate this within the 'Personal Statement' section or 'Supporting Statement' section of your application.

Use of Artificial Intelligence (AI)

Artificial Intelligence can be a useful tool to support your application. However, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.

Accessible Formats

Our ReciteMe tool can be accessed through the "Accessibility tools" button at the top of our careers page. This tool offers features like text-to-speech, translation into multiple languages, and adjustable text size and colour to make our site more accessible for everyone.

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