Service Analyst

at  Transport for London

Organisation - Customers, Communication and Technology
Job - Technology Service Operations
Position Type - Full Time
Job title: IT Service Analyst
Salary: £38-42k
Location: Pier Walk, North Greenwich - Hybrid
Contract Type: Permanent TFL Band 2

Key Accountabilities

• This role will support Service Performance Managers (SPM) in the functions listed above.
• Ensuring compliance with TfL mandatory standards and policies throughout the lifecycle of services in scope.
• Ensure compliance with internal processes such as Licence Management, Change & Release Management, Configuration Management, Knowledge Management, Incident Management and Problem Management.
• Communication and engagement with key internal stakeholders.
• Co-ordination with business stakeholders and internal TSO teams to support planned power maintenance across the TfL transport network.
• Creation and maintenance of documentation relating to services in scope.
• Analyse reports and data relating to demand, capacity, licence utilisation, asset lifecycle management across the services and technologies within the respective portfolio and ensure adherence to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Ensure accurate reporting is maintained for services and communicated to relevant stakeholders, clearly presenting the status of service

Knowledge

• ITIL processes (Foundation level qualification is desirable).
• Service Management toolsets and processes.
• TfL business and its needs and requirements would be beneficial.
• IT applications in public transportation and its business environment would be beneficial

Skills

• Strong organisation/planning.
• Strong written and verbal communication.
• Sound knowledge of data analysis and information management
• Strong knowledge of Microsoft Office suite and ITSM tools
• Process re-engineering skills would be beneficia

Experience

• Proven experience of technology and IT services in a complex environment.
• Proven experience of implementing and maintaining Service Management processes in a large organisation would be beneficial.
• Working with third party supplier management and delivery of contractual services

T&D (Technology & Data) TSO (Technology Service Operations) provide over 400 distinct business services (many of TfL’s mission and business critical services), supporting over 30,000 desktop users which ultimately keep TfL services to our customers running.
This position sits with the Networks and Hosting Service Performance Management team, which is part of the TSO group. We are responsible for managing and maintaining TfL’s core network and hosting infrastructure. This includes both public cloud and managed data centre environments.

The Service Performance Management team are primarily responsible for –

• Ensuring all our technical services are compliant, secure and highly available, whilst remaining cost efficient.
• Management of third-party suppliers, holding them to account against contractual obligations and service levels.
• Accurate forecast of spend against our forecast/budget.
• Adherence and compliance with TfL policies and processes.
• Internal Business Relationship Management and engagement with key internal stakeholders.
• Supporting technical towers to deliver safe, secure, and reliable core infrastructure and network technology platforms.
• Driving continuous service improvement.
• Introduction of new services to TfL.

The Service Analyst is responsible for supporting the Service Performance Management team.

Key Accountabilities

• This role will support Service Performance Managers (SPM) in the functions listed above.
• Ensuring compliance with TfL mandatory standards and policies throughout the lifecycle of services in scope.
• Ensure compliance with internal processes such as Licence Management, Change & Release Management, Configuration Management, Knowledge Management, Incident Management and Problem Management.
• Communication and engagement with key internal stakeholders.
• Co-ordination with business stakeholders and internal TSO teams to support planned power maintenance across the TfL transport network.
• Creation and maintenance of documentation relating to services in scope.
• Analyse reports and data relating to demand, capacity, licence utilisation, asset lifecycle management across the services and technologies within the respective portfolio and ensure adherence to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Ensure accurate reporting is maintained for services and communicated to relevant stakeholders, clearly presenting the status of services

Knowledge

• ITIL processes (Foundation level qualification is desirable).
• Service Management toolsets and processes.
• TfL business and its needs and requirements would be beneficial.
• IT applications in public transportation and its business environment would be beneficial.

Skills

• Strong organisation/planning.
• Strong written and verbal communication.
• Sound knowledge of data analysis and information management
• Strong knowledge of Microsoft Office suite and ITSM tools
• Process re-engineering skills would be beneficial

Experience

• Proven experience of technology and IT services in a complex environment.
• Proven experience of implementing and maintaining Service Management processes in a large organisation would be beneficial.
• Working with third party supplier management and delivery of contractual services.