IT Service Management Analyst

Job Introduction

Due to current expansion, we are looking for an IT Service Management Analyst to join our IT Service Management team into the broader SCS 35+ strong IT Team responsible for managing cloud-based services and on-site facilities for about 2000+ users managing an ecosystem of around 25+ Applications.

Our IT team has an innovative approach and aims to lead the way in the digitisation in our industry, the construction industry.

We have a clear and defined vision, and we have a Strategy to deliver it.

What will be your focus?

• The role is primarily, albeit not exclusively, a processes-based position operating within best practice frameworks such as ITIL.
• You will contribute to being an ambassador and maintain and increase the effectiveness, efficiency and adoption of best practices within IT Service Management.

How will you need to be to succeed?

You will be enthusiastic, willing to learn, inquisitive, work on your own initiative and have the ability to challenge the "Status Quo" appropriately

What is in it for you?

• Compared to other roles in the job market, you will have the ability to increase our environment maturity from an almost "greenfield" state.
• The ability to make this role your own to suit your skills and ambitions, and compared to other Business As Usual roles in the job market,
• The ability to make a difference

Role Responsibility

Some of the elements of the role will include:

• Support for the coordination among business, suppliers, and IT Operations to implement relevant ITIL processes (such as but not exclusively, Change Management, Incident Management, Problem Management)

• Coordinate and Analyze Suppliers Service Requests, Incidents, Changes and Problems

• Contribute to managing relationships effectively with suppliers and business,

• Ability to contribute to driving resolution in a pressure situation (such as DR, cyber incidents)

• Supporting in ensuring that Service Level Agreements and Underpinning Contracts related to business systems are appropriate for the agreed service level

• Support the implementation of the Service Review processes with focus on performance management.

• Support to ensure excellent proactive and reactive service is always delivered to business, for driving consistent services to defined SLAs

• Supporting the Management of Major incidents, providing punctual actions, requesting the vendor of identifying their root causes and defining remedial measures (problems, prevention, and avoidance)

• Supporting preventive maintenance and regular supplier reporting occur to schedule and quality requirements

The Ideal Candidate

The Ideal Candidate

1. You will be ideally educated to Degree-level, (or have equivalent experience in similar role)
2. Proven ITIL Service Management experience such as at least one of these processes such as: Service Request, Incident/Problem, Change, Release and Deployment Management.
3. Have a passion, interest and the ability to be an advocate for Best Practices;
4. Knowledge of ITIL4 backed by at the very least by a ITIL4 Foundation level certification.
5. Being dynamic, self-motivated, and working independently using own initiative.
6. Results Focussed and Driven
7. Customer and User Focussed (Internal & External)
8. Excellent communication and presentation skills, including a proven ability to persuade and influence others using a variety of communication styles.
9. Exposure to SLAs and suppliers’ management and service monitoring methods and ITSM tools such as BMC Remedy, SNOW/ServiceNow, Cherwell.
10. ITILv3 Practitioner level certification
11. Ideally you will be Educated to Degree-level

About the Company

The role will work on the HS2 project. HS2 is the UK’s new high speed rail network. It will be a catalyst for economic growth across Britain, freeing up space on the existing railways and connecting 8 out of the UK’s 10 biggest cities with fast, reliable and frequent high-speed services

The Skanska | Costain | STRABAG (SCS JV) is delivering the HS2 Main Civils Contracts which include both Lots S1 (Euston Tunnels & Approaches) and S2 (Northolt Tunnels). Scope of works includes twin-bored tunnels (TBM), SCL tunnels, shaft sinking, bridge demolition and reconstruction, services diversions, earthworks and the construction of site compounds.

You’ll be a welcomed member of the wider team, with opportunities to take on additional responsibility, join one of our networks for women, military or LGBT+ staff, and participate in cultural and social events with the local community (e.g. as a STEM ambassador).

Your personal and professional development is important to us. We welcome a discussion about how we can support you with further study, or professional membership or attainment for example.

HS2 – working with Skanska, Costain and STRABAG, closely monitors job applications, to ensure an inclusive recruitment process. To ensure we are able to maintain this, and to recruit a diverse workforce, we require candidates to complete the diversity form as part of their application so we are able to monitor and improve our approach to diversity. Please note, all responses are anonymous and we will not share any of your data with other parties. All data will be held securely, (as stated within the Data Protection Act 1998) and will be reported to HS2. 

It is an SCSJV requirement that all employees, Design House, and Supply Chains must implement and comply with the requirements of ISO 9001:2015 Quality Management System, ISO 14001:2015 Environmental Management System with guidance for use”, OHSAS 18001:2017 Occupational Health and Safety Management Systems and ISO/IEC 27001:2013 Information Security Management System, Policies, Plans, Procedures and Processes, and statutory requirements as they affect the Joint Venture ‘s operations and ensure that the requirements, as applicable within their discipline, are effectively implemented on the project. Develop a culture of safety on the project through the absolute commitment to the Zero Accidents target and ethos, and develops a wider awareness of quality, environmental issues and demonstrates commitment to achieve continual improvement and Zero tolerance.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

SCS Railways