ITSM PLATFORM ANALYST

Vacancy Type
Police Staff
Area Command / Department
Digital Policing
Location
Newcastle
Contract Type
Permanent
Hours
Full Time
Salary Range
N/A
Closing Date
31/03/2025
Role:

JUST SO YOU KNOW

Our application form will help us understand how your work, education and life experience has prepared you for the role of a ITSM Platform Analyst with #TeamNP. To help support your application research what makes us tick here at Northumbria, the role you’re ing for and the values and behaviours that contribute.
The recruitment process will consist of the initial application form followed by a panel interview.
Just so you know, you can save your application and come back to it any time prior to the closing date on the advert.
We are proud members of the Business Disability Forum, with whom we collaborate with to improve the lives of disabled employees. We are also a Disability Confident Employer, therefore if you demonstrate that you meet the minimum criteria for this role as stated in the advert, we will progress your application and offer you an interview.
If you tell us that you have a disability, we can make adjustments to support you through the recruitment process (for example we can arrange extra time for tests or provide a sign language interpreter) You can get in touch with us via careers@northumbria.police.uk for any support regarding the application process. Please provide us with plenty of notice so we can ensure your visit goes smoothly. If your application is successful, we’ll ask you to complete a Recruitment Vetting (RV) form, therefore you must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. A job offer will be dependent upon vetting clearance and medical information.

THE ROLE

Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Digital Policing Department as an IT Service Management (ITSM) Platform Analyst.
We are seeking a highly skilled and motivated ITSM Platform Analyst to join our dynamic team. The successful candidate will be responsible for managing the design, configuration, maintenance, data integrity, and administration of our ITSM platform. This role involves analysing the current state of ITSM tool set processes and workflows, identifying gaps and improvement opportunities, and proposing and implementing solutions to enhance efficiency, quality, and customer satisfaction. Digital Policing Department currently utilise Atlassian Jira ITSM and will shortly move to Manage Engines Service Desk Plus product.

WHAT YOU’LL DO

• Deliver Digital Police’s IT Service Management Platform services across Incident, Service Request, Problem and Change/Release Management etc based on an ITIL based framework.
• Design, configuration, maintenance, data integrity, and fulfil all administration of the ITSM platform.
• Troubleshoot platform errors; problem solve them and deliver the associated resolutions.
• Analyse current ITSM tool set processes and workflows to identify gaps and improvement opportunities.
• Propose and implement solutions that enhance efficiency, quality, and customer satisfaction.
• Meet stakeholders’ needs by proactively reviewing platform improvements and maintaining the product backlog.
• Provide expert advice, knowledge, and training on how to maximize the benefits of the ITSM platform to the department and wider organisation.
• Translate user requirements and continually deliver proactive platform improvements whilst keeping an eye on the feature and release roadmap.
• Effectively manage and maintain relationships with suppliers, ensuring timely delivery of quality goods and services as per contract, while adhering to company policies and budget constraints.
  Sound interesting? For further information, and to support your application, please view the job description.