Service Catalogue and Tooling Analyst

Public Health Wales NHS Trust; North East; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Join a leading NHS organization as an Analyst in the IT Service Management Team. You will be pivotal in supporting the transition to a multi-sourcing digital business, ensuring user-centric service delivery. With flexible working and a comprehensive benefits package, this role offers a meaningful career path within the NHS.

Benefits

27 days leave plus 8 bank holidays

Flexible working options

Career development opportunities

Excellent pension scheme

Access to high street discounts

Qualifications

• Essential criteria include ITIL V4 Certification and knowledge of IT service management.
• Experience in service operations and supplier management is critical.
• Ongoing professional development in related fields is required.

Responsibilities

• Support the development and operation of ITIL service management processes.
• Engage with stakeholders and ensure policies are followed.
• Contribute to the Service Catalogue and Tooling functions.

Skills

Knowledge of ITIL V4 framework

Knowledge of Service Management toolsets

Analysis and investigation of IT issues

Education

ITIL V4 Certification

A-Level or HND in Computing

Job description

Job overview

As an Analyst in the IT Service Management Team (ITSM), you will play a key role in supporting and managing service management functions as the BSA transitions into a multi-sourcing digital business. The ITSM team is focused on modernising operations and ensuring user-centric service delivery, including business solutions through agile methods in a continuous delivery environment.

Based in Newcastle or Fleetwood, with occasional travel, you will work within a structured framework while exercising autonomy to plan workloads and meet objectives. Strong communication skills will be essential as you engage in internal and external activities to stay updated in your specialism. You will also be responsible for simplifying complex technical information to make it accessible for others.

The primary focus of this role is supporting Service Catalogue and Tooling.

What do we offer?
• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working (we are happy to discuss options such as compressed hours)
• Flexi time
• Hybrid working model (we are currently working largely remotely)
• Career development
• Active wellbeing and inclusion networks
• Excellent pension (20.6% employer contribution)
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts!

Main duties of the job

• Your responsibilities involve supporting the development, implementation, and operation of ITIL service management processes. You will work closely with business colleagues, stakeholders, and internal/external suppliers to ensure policies, standards, and procedures are effectively adopted and followed. You will also proactively identify and propose improvements to meet evolving business needs.

• Your role includes maintaining and developing your skills by engaging with Communities of Practice and participating in quality assurance reviews through methods like peer reviews and learning logs. Additionally, you will stay updated on emerging methodologies and standards to enhance business outcomes.

• A major focus of this role is supporting the Service Catalogue and Tooling function, ensuring accurate identification, control, and auditing of services within the catalogue. You will contribute to the development and enhancement of IT Service Management tools, offering 2nd line support for Incident Management, Service Requests, Release and Change Management, and analysing requirements for tool improvements. You will also support continual improvement activities within ITSM practices.

Working for our organisation

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we’re proud to be part of something meaningful, that touches millions of lives.

We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.

As one of the UK’s Best Big Companies to work for, we’re connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.

We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.

Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!

Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Detailed job description and main responsibilities

In this role, you are accountable forSpecialist skills
1. Support the development, introduction, transition and day to day operation of ITIL service management processes, engaging with business colleagues, internal/external suppliers and key stakeholders as guided.
2. Support the adoption of IT Service Management policies, processes and procedures, ensuring they are in place for each function and are followed by all Service Providers (NHSBSA and 3rd Party) with non-conformance reported and reviewed.
3. Implementing standards and policies, pro-actively identifying and proposing improvements or enhancements to meet the changing needs of the organisation.
4. Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.
5. Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, and escalating as appropriate, any issues or conflicting priorities which may impact deadlines.
6. Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.
7. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.
8. Support the Service Catalogue and Tooling function in the identification, control, recording, reporting, audit and verification of services in the Service Catalogue.
9. Develop and deliver new features and benefits, for organisation wide and 3rd party end users, into the IT Service Management tool in line with IT Service Management policies, processes and procedures.
10. Quality assure and test IT Service Management tooling developments prior to release.
11. Provide 2nd line support for the IT Service Management Tool; Incident Management, Service Request fulfilment; Release and Change Management.
12. Evaluate, analyse and interpret requirements to inform the development of the IT Service Management Tool.
13. Support Continual Improvement (CI) activities in relation to Service Catalogue and other ITSM practices.
14. Support the development of Service Catalogue and Tooling processes and procedures, suggest areas for improvement and communicate Service Catalogue and Tooling roles and responsibilities with stakeholders.
15. Develop and deliver training to Service Catalogue and Tooling end–users and process stakeholders on Service Catalogue and Tooling processes, procedures and tooling functionality.

Staff
16. Mentor and coach other team members to enable the on-going personal development and growth of skills within the team.

Financial Management
17. Maintain an awareness of financial and personal implications in the use of a range of resources

Relationship Management
18. Engaging in partnership working with other individuals, groups and agencies.
19. Identify opportunities, engaging and fostering relationships and partnership working within the organisation, and with third parties, and cross government organisations to identify, influence and deliver value to the organisation

Information Management
20. Implement, monitor and report on several areas including agreed service levels, KPI’s and standards within team, reviewing individual and team performances including outputs from appraisals, development needs, and trends are identified, and anomalies understood and reports generated and delivered to agreed frequency, methods and processes.

In addition to the above accountabilities, as post holder you are expected to
1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.
2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
3. Encourage an environment where your own and colleagues’ safety and well-being is promoted.
4. Contribute to a culture which values diversity and inclusion.
5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.
6. Based in either Newcastle or Fleetwood with occasional travel between the two locations.

Working relationships

Responsible to: B7 IT Service Manager for Service Catalogue and Tooling

Key relationships and connections
1. Team members
2. Service delivery teams
3. Business stakeholders
4. Service Managers
5. Suppliers (Internal and External)
6. Peer Networks

Person specification

Personal Qualities, Knowledge and Skills

Essential criteria

• Knowledge of implementing or working under the ITIL V4 framework.
• Significant knowledge gained from working in a similar level role in an NHS or associated public sector environment.
• A general and broad knowledge of current issues and advances across all IT disciplines.
• Knowledge and experience required utilising Service Management toolsets.
• Knowledge of ITIL V4 Service Catalogue management practice and processes.
• Analysis and investigation of IT issues, within new and existing services to enable business continuity and resolve incidents.

Desirable criteria

• Experience of using project implementation methodologies.
• Knowledge of the ITIL V4 framework in respect of other ITIL Lifecycles and processes.
• A detailed knowledge of ITSM principles aims and their application.
• Utilisation of Leading class IT Service Management tools.
• Experience of using agile software development tools.

Experience

Essential criteria

• On-going Continuous Professional Development.
• Oversee the analysis of KPI’s, SLA measurements and the co-ordination of service improvement plans.
• Proven knowledge of Service Operations (e.g. Incident and Major Incident Management, Change Management, Problem Management, Escalation Management, Release Management, Supplier Performance, Customer Satisfaction, Governance of IT Services etc.).
• Managing contracted suppliers against a KPI and service management/improvement framework. Developing and reviewing report metrics.
• Multi-tasking, working across multiple projects, analysing opportunities, defining successful approaches, and proactively solve problems.
• Exposure to Service Catalogue practice and processes
• Maintaining & supporting Service Catalogue
• Exposure to software development lifecycle, including but not limited to developing code-based applications, quality assurance and test processes
• Exposure to supporting in a 2nd line environment including meeting service requirements (KPIs, SLAs, OLAs)

Desirable criteria

• Exposure to ISO27000.
• ITIL based service management.
• Experience of all Technology management disciplines and practices from an Enterprise Technology environment covering development/implementation and service delivery (support)
• Demonstrable experience and knowledge of the other four ITIL Lifecycle stages (Strategy, Design, Operations and Continual Service Improvement).
• Experience of working in a Service Catalogue role.
• Experience of working in a software development and/or support role.

Qualifications

Essential criteria

• ITIL V4 Certification to at least foundation level or appropriate ITIL bridge certificate or equivalent qualification or experience.
• A-Level or HND In Computing related subject.

Desirable criteria

• Studying towards an IT related degree
• Relevant Professional Qualifications (ITSM body, BCS etc.)
• ITIL V4 Intermediate Capability Stream in Operational Support and Analysis or Release, Control and Validation.
• Certification in Agile Service Management.

The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.

At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer andwe’verecently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.

We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.

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