Hybrid IT/OT Service Delivery Analyst

SSE; Aurora (CO); On-site; USD 68,000 - 82,000; Full time

Benefits offered by this job

Private healthcare discounts

Gym memberships

Online GP

Counselling service

Cycle to Work scheme

Tech/Transport season tickets loans

Maternity pay

Adoption pay

Paternity leave

Job summary

SSE's IT division seeks a Service Management professional within Transmission Digital to support reliable IT and OT services across the transmission network. You will contribute to reporting, governance, stakeholder engagement and escalation management while helping to improve service processes alongside project and programme activity.

You will manage incidents and requests through resolution, analyse IT/OT services for reporting and review meetings, and drive continuous service improvements

Qualifications

• Experience in Service Delivery, Service Management or IT support for business-critical systems in medium to large organisations; OT support experience is desirable.
• Strong organisational, communication and time management skills, with the ability to prioritise competing demands in a fast-paced environment.
• A customer-focused, proactive approach to managing escalations, incidents and service requests under pressure.
• Broad IT service experience and a good understanding of ITSM principles, frameworks and best practices.
• Proficiency in Microsoft 365 and data reporting tools; ServiceNow knowledge is desirable.

Responsibilities

• Manage customer incidents and requests through resolution, using trend and root-cause analysis to prevent recurrence.
• Analyse and report on IT/OT services for the Service Delivery function.
• Produce tailored service reports and communications for customer review meetings.
• Analyse IT/OT services to identify key issues, operational risks and improvements.
• Support continuous service improvements across internal, group and third-party IT providers.

Skills

Service Delivery

Organisation & Time Mgmt

Customer Focus

ITSM knowledge

Microsoft 365

Tools

ServiceNow

Job description

SSE's IT division seeks a Service Management professional within Transmission Digital to support reliable IT and OT services across the transmission network. You will contribute to reporting, governance, stakeholder engagement and escalation management while helping to improve service processes alongside project and programme activity.

You will manage incidents and requests through resolution, analyse IT/OT services for reporting and review meetings, and drive continuous service improvements