Service Management Analyst

This is a fixed term contract role for 9 months to cover maternity.

As part of the Incident Management team you will be responsible for promoting the Incident Management policy and procedure within the business

Key Areas of responsibilities
. Design, develop and promote the Incident Management policy and process
. Design, prepare and conduct training courses relating to the Incident Management Process
. Design, prepare and conduct training courses on the Service Management Toolset for Incident and Service Request Handling
. Manage the effective functioning of the process against all resolver groups
. Ensure communications are sent out to all stakeholders for Major Incidents and P1's within contractual SLA's
. Produce Major Incident Reports for Major Incidents and P1's as required
. Chair technical bridge conference calls
. Produce monthly Incident Management KPI's for key customers
. Provide continuous service improvements recommendations to the business as appropriate
. Provide input into monthly customer service reports as required
. Manage user escalations as required for incidents and service requests
. Attend service review meetings as required

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.