IT Service Delivery Analyst

at  AlzheimersSociety

ABOUT YOU

• Experienced in both Microsoft Intune, ServiceNow and CMDB administration.
• Experienced with IT Asset audits and reconciliations.
• Experience with stakeholder engagement, process design, documentation, tooling configurations and integrations.
• Have working knowledge of the ServiceNow platform, reporting and dashboard administration.
• Are ITIL qualified.
• Prior experience of Knowledge management and ServiceNow KMDB experience.
• Are able to analyse procurement and service data and provide reports on service performance, service compliance, IT stock levels, and asset depreciation.
• Experienced at managing projects and initiatives related to core functional areas of the role.
• Are comfortable with MSP Vendor Management related to asset, configuration, and knowledge management.
• Can use data, reporting and service metrics to identify and implement continual service improvement plans and governance.
• Capable of reviewing and approving service requests, obtain quotes from our managed service provider or various suppliers.
• Confident in responding to end user escalation and feedback requests in line with the team’s Escalation and Feedback process.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
The Service Delivery Analyst will play a key part within the IT Business Operations Team, leading on Asset and configuration management, procurement processes and CMDB administration.
This role will hold no direct people managerial responsibility, although there will be some responsibility for vendor management as well as costs relating to purchasing, supplier and invoice management, and asset stock reconciliations.
This role requires the strategy, design, delivery and documentation of the Society’s processes and governance of all hardware and software assets, with the responsibility of managing a large estate of asset classes within the Microsoft Intune endpoint management platform and the ServiceNow CMDB.
The successful applicant will be responsible for regular reporting and analysis, as well as providing support to our end user base. You will be working closely with our managed service provider and other 3rd party vendors to ensure that we are always delivering our services efficiently and effectively. The successful candidate will have a very keen eye for detail, be commercially astute and will be expected to communicate to colleagues of all levels across the business.
This role requires a technical understanding of desktop, mobile and infrastructure technologies and it is essential that the successful candidate understands the impact of device and infrastructure technologies on end users, and how this must be managed and communicated. This is also a key function in ensuring that our investments in support partners deliver value.
And it’s a brilliant time to be a part of Alzheimer’s Society. Alzheimer’s Society was named on the Sunday Times Best Places to Work 2023! We have achieved excellent scores for workplace happiness, pride, and job satisfaction. This is a wonderful achievement and we’re incredibly proud, as this is fantastic testament to all the people who make up Alzheimer’s Society.