The role of the Service Management Analyst sits within the Service Management team on the Devon and Cornwall Police Managed ICT Contract.
The purpose of the Service Management Analyst role is to provide support to other processes that sit within the team.
In addition the role holder may support other Service Management functions including Change and Configuration, Service Transition, Reporting, Supplier & Call Management and Knowledge.
Call Management - Responsible for the coordination and scheduling of Incidents and Service Requests as carried out by the Field Team. Managing 3rd Party incidents, escalating as and when required and manages the Customer Satisfaction surveys and responses. Collaborate with IT teams, project managers, and stakeholders to align schedules with business priorities.
Track progress of scheduled tasks and adjust timelines as needed.
Change Management - Controls the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. The Service Management Analyst will be required to review and validate Minor Change Requests and monitor the Change Management mailbox.
Service Asset and Configuration Management - Identifies, controls and accounts for service assets and CIs ensuring their integrity across the service lifecycle. Verifying the configuration records against the infrastructure and to correct any exceptions. The Service Management Analyst will be required to update assets following changes within the End User Workplace tower and perform remote site audits. Service Transition - Ensuring all qualifying changes relating to new or changed services have
completed Service Acceptance activities to achieve Service Acceptance sign off, into the operational environment.
The role engages with Project Managers, Technical resources, and other appropriate stakeholders (both customer and BT) to ensure the correct input documentation is received, quality information is added to the request and passed through the
process to the various teams who undertake the onboarding activities.
Reporting - Monthly production of Service Level Report (KPI and SLA performance results) and complies for customer and BT consumption.
The Reporting Analyst issues Customer Satisfaction Surveys for the End User Workplace Tower, following the resolution of
incidents and/or workstation equipment moves during the previous month. Poor or dissatisfied results are escalated to the
appropriate BT Team Leader or Manager.
The Reporting Analyst responds to ad-hoc report requests made by either the customer or BT. The Reporting Analyst with
liaise with the requestor to agree format, frequency (if not a one-off request) and approved distribution list.
Knowledge Management - Responsible for maintaining the Service Operation Manual (SOM) and all associated document
libraries (containing non-technical, technical, and service support related documentation). Ensure the SOM and associated
working practice conform to ISO9001
The Knowledge Analyst provides support and guidance for the lifecycle management of Knowledge articles created within the
IT Service Management delivery tool (Remedy).
To help ensure that all process underpinning documentation is fit for purpose and ISO 20:000 2018 compliant.
