Service Improvement Analyst

at  ParentPay Group

DESCRIPTION

Reporting to the Service Improvement Manager, and as part of a team of improvement analysts this position will take an active role in assisting and delivering against new products, integrations, partnerships and services. The role will support a more structured and considered approach to group initiatives. Working closely with the Service Desks, this role will ensure that service solutions work well across the group and simplify the day-to-day delivery of service.

SKILLS, KNOWLEDGE AND EXPERTISE

• Proven service desk experience, preferably in a software as a service industry.
• The ability to identify, document and train new service requirements resulting from changes or initiatives.
• Attention to detail and a ‘right first time’ mindset.
• A proven record in delivering required KPIs and objectives through to completion.
• An investigative mind with an analytical approach to data analysis.
• A good understanding of service management platform technologies.
• A good understanding of self-service / ticket deflection technologies.
• The ability to engage with customers and colleagues at all levels, both internally and externally.
• Excellent communication skills, both verbal and written.
• A good working knowledge of school, authority, caterer and MAT processes and systems.
• A desire to continually improve and develop knowledge and skills.
• Ability to interpret data or requirements to create understandable and actionable information.

• Improve and maintain the service processes, systems and tools used to deliver business objectives, evidenced in the resultant KPIs.
• Deliver service reports on schedule to relevant stakeholders/customers and ensure SLAs are achieved or surpassed.
• Support Service Desks by ensuring the available processes, tools and reports are consistent and aligned to the ITIL framework.
• Continually improve customer perception of services provided, increasing CSAT scores across all service teams.
• Reduce customer reliance on service agents by adopting a knowledge-centred, self-service focus.
• Implement and continually improve technical solutions to take advantage of new functionality or products that benefit the service teams, reducing service capacity increases and promoting customer self-service.