Service Design Functional Analyst

Capita; Dartford; Remote; GBP 36,000 - 44,000; Full time

Job summary

A leading public service company is seeking an experienced Service Desk Functional Analyst to support the design and implementation of Service Desk operations. The role involves creating service blueprints, participating in client workshops, and ensuring alignment with user-centric service designs. This is a home-based position with a salary up to £43,500 plus benefits.

Benefits

23 days’ holiday (rising to 27)

Volunteering opportunities

Company pension

Health & wellbeing discounts

Qualifications

• Experience in Service Design and Operating Model development.
• Background in shared service environments.
• Understanding of phased service transitions.
• Proactive problem-solving and issue resolution skills.

Responsibilities

• Contribute to the creation of the Service Blueprint.
• Participate in workshops with clients and SMEs.
• Assist in developing detailed service designs.
• Provide input to training and testing teams.
• Support quality assurance of service design.

Skills

Experience in Service Design

Problem-solving skills

Experience supporting service transition

Understanding of phased service transitions

Job description

Join Capita Public Service as a Service Desk Functional Analyst. Capita is seeking an experienced Service Desk Functional Analyst to support the design and implementation of Service Desk operations 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 service experiences.

What you’ll be doing

• Contribute to the creation of the Capita Service Blueprint and High-Level Operating Model for the Service Desk.

• Participate in workshops with client and third-party SMEs to support service integration.

• Assist in developing detailed service designs with a focus on user experience.

• Provide input to training and testing teams to ensure alignment with service procedures.

• Support alignment of service design with Capita and ERP solution capabilities.

• Present updates in the End-User Forum and gather feedback for iterative design.

• Attend daily stand-ups and cross-functional meetings to support progress and issue resolution.

• Respond to client and third-party queries regarding service design alignment.

• Support quality assurance of service design and compliance with standards.

• Contribute to service transition planning and dress rehearsals.

• Assist in resolving service-related issues during early operational rollout.

What we’re looking for

Essential Skills & Experience

• Experience in Service Design and Operating Model development for Service Desk operations.

• Background in shared service environments and multi-party implementation programmes.

• Understanding of phased service transitions and interim operating states.

• Proactive problem-solving and issue resolution skills.

• Experience supporting service transition and testing activities.

• Ability to align service design with out-of-the-box technical capabilities.

Desirable Skills & Experience

• Experience with Government Digital Service (GDS) methodology.

• Experience with Oracle Fusion ERP implementations.

• Familiarity with WCAG 2.2 Accessibility standards and testing tools.

• Background in user experience-based service design.

• Awareness of political and regulatory complexity in public service delivery.

• Understanding of digital accessibility, inclusion and ethics.

Benefits

• Salary up to £43,500 plus benefits.

• Home-based position.

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.

• Opportunity to take a paid day out of the office, volunteering for charity partners or a cause of your choice.

• Auto-enrolment to company pension, life assurance, cycle2work scheme, maternity and parental leave, paternity pay.

• Voluntary benefits designed to suit your lifestyle – discounts on retail and socialising, health & wellbeing, travel and technology.

• Access to Employee Network Groups.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We are an equal opportunity and Disability Confident employer. If you would 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.

Location:

Home-Based - GBR
United Kingdom

Time Type:

Full time

Contract Type:

Permanent