Service Management Analyst

Arden and GEM Commissioning Support Unit; Leicester; On-site; GBP 150,000 - 200,000; Full time

Job summary

A healthcare commissioning support unit in Leicester seeks a Service Management Analyst to deliver IT support for various systems and applications. The role involves overseeing incident management processes and providing solutions for technical support teams. Candidates must have a GCSE qualification. Benefits include a competitive salary, flexible working policies, and training opportunities.

Benefits

Competitive salary with annual pay reviews

Generous annual leave

NHS Pension Scheme

Flexible working and family-friendly policies

Learning and development opportunities

Salary sacrifice and discount schemes

Employee assistance and occupational health services

Qualifications

• Education: GCSE as specified in the job description.

Responsibilities

• Deliver effective Service Management and Service Desk support for multiple systems.
• Oversee all aspects of the incident management process.
• Analyse issues and design changes to prevent similar problems.

Education

GCSE

Job description

Overview

Job information Service Management Analyst from the Company Arden and GEM Commissioning Support Unit, located in Leicester LE, United Kingdom. Education requirement: GCSE. This role is in the Customer field.

Responsibilities

• Deliver an effective and competent level of Service Management and Service Desk support for multiple systems and applications, delivering a user-focused service that promotes excellent customer service and effective working relationships.
• Oversee all aspects of the incident management process, from evaluation to resolution.
• Analyse issues and help design changes to prevent similar problems in the future.
• Manage technical support teams, create procedures to deal with problems, and develop solutions.
• Provide ITIL-based incident management, monitor SLAs, assess impact, and escalate where required.
• Lead Major Incident Management end-to-end, including: creating post-incident reports, communicating with the Service Desk, chairing calls with stakeholders, and coordinating root cause analysis.
• Provide ITSM support to the Service Desk with guidance on incident management and request fulfilment.
• Design work processes and process flows to support end-to-end service management (Service Desk, Incident, Problem, Major Incident, Operational BAU).
• Engage with stakeholders and manage jeopardy; contribute to Knowledge Management and Knowledge Transfer.

Qualifications

• Education: GCSE (as specified in the job description).

Additional Information

• Company: Arden and GEM Commissioning Support Unit
• Location: Leicester, United Kingdom
• Benefits mentioned include: competitive salary with annual pay reviews; generous annual leave; NHS Pension Scheme; flexible working and family-friendly policies; learning and development opportunities; salary sacrifice and discount schemes; employee assistance and occupational health services.

Keywords: Leicester jobs

Closed Date: 2025-10-31