Senior IT Service Analyst

at  Transport for London

Organisation - Customers, Communication and Technology
Job - Technology Service Operations
Position Type - Full Time
Location: North Greenwich, London, UK (Hybrid home working model, 50% office attendance)
Salary: £55,000 - £62,000 plus fantastic Benefits
UK Sponsorship available however, candidates are responsible for their own application fees
The IT Networks and Hosting team at TFL sits within Tech and Data (T&D) and gets involved with exciting projects across many facets of our business including the Elizabeth Line, Silvertown Tunnel, and rolling out contactless technologies with train operating companies.
Networks and Hosting are responsible for managing and maintaining TfL’s core infrastructure at a virtual and physical layer. Key technologies include, Cloud Hosting, Hyper Converged Infrastructure (HCI) and Software Defined Networks (SDNs). The core server infrastructure hosts many of TfL’s Mission Critical and Business critical services, which ultimately keep TfL services to our customers running.

KEY ACCOUNTABILITIES:

• Accountable for executing support activities for incident/major incident resolution to ensure the service is restored for the business within relevant service level targets.
• Ensuring escalation of any system outages and issues are appropriately managed and dealt with to restore service within agreed service level targets. Reduce and minimise financial impact of service outages to the business.
• To lead and deliver supplier management and performance related issues to ensure a smooth day to day running of services – work with suppliers on their performance on the services, making sure service contract requirements are fulfilled. Complete contractual and licence renewals to assist TfL with best cost value.
• Accountable for delivering continuous service improvement savings in line with annual targets.
• Leading on communications to the business stakeholders, third party suppliers and project delivery to achieve successful lifecycle transition and running of the services.
• Responsible for delivering incident and service request metrics and analysing problems and trends, providing recommendations for improvement and pro-active resolution to achieve improvements in service efficiency.
• Accountable for recommending service and process improvements to ensure effective handling and correction of defects in the TfL production environments.
• Accountable for the day to day running and availability of services within their service portfolio including the service life cycle across a variety of technologies.
• Responsible for transitioning and maintaining any current or new internal processes.
• Responsible for progressing any security and safety vulnerabilities that are raised.
• High Level engagement with Services to advise on recommended Cyber Security Activities
• Risk Governance – Work with Service to mitigate Cyber Security Risk, maintain Risk Register, and progress risks associated with Networks and Hosting.

SKILLS

• Communicates clearly and is skilled at adapting their communication style to meet the needs of the audience, including presentations and progress reports for Senior Management.
• Power BI report building and maintenance.

KNOWLEDGE

• Demonstrable industry experience in Service Support/Service Delivery environment or a university degree in the relevant technology/computer science subject/equivalent technical qualification is ideal.
• IT Service Management qualification required, such as ITIL and/or its practical operation in a large organisation is desirable.
• Knowledge of current/emerging technologies and processes employed in Enterprise-Wide IT services is desirable, including ITSM tools and DevOps.
• Knowledge of relevant national and international legislation pertaining to the Government/Public Sector IT e.g. Data Protection Act, EU Procurement Directives and Freedom of Information Act.

EXPERIENCE

• Demonstrable experience of working in a complex technology environment dealing with a variety of platforms and applications.
• Proven track record working in operations.
• Well-developed experience of issues and incident management and working within agreed SLAs.
• Track record of managing complex customer relationships and expectations
• Demonstrable experience of working in collaboration with an internal Cyber Security function including Reporting, Lifecycle Management, Security Incident progression and remediation
• Demonstrable success in Continual Process Improvement for technology services

A Senior Service Analyst is accountable for the service life cycle of the technology within their portfolio/function ensuring that all Services are delivered to agreed standard, quality, and performance. The role holder is accountable for communicating all process related activities to the relevant parties in a customer focused manner and deal with any issues as they arise.
They will provide ITIL Service Management Level Support, ensuring TfL’s technology tools and services are available, up-to-date, and secure.