Itil Analyst

About this job

The ITIL Analyst will report to the EUC Team leader. The role will be responsible for (ITIL)
Problem/Change Management, Knowledge Management, Configuration Management,
Release Management, Service Level Management, ITSM Systems Management & Licence Management.
This role is responsible and accountable for all ITIL Problem/Change management
activities for the council and Arm’s Length Management Organisations (ALMO) where
applicable – ensuring optimal and cost-effective IT tools are provided to promote business productivity.
The ITIL analyst will be responsible for proactively working with teams to deliver innovative
solutions across all areas of IT to drive reductions in incident volumes, increase end user satisfaction and internal efficiency.
A key part of the role will be to identify trends and potential problems to prevent incidents from occurring, minimising the impact of incidents that cannot be prevented. The ITIL Analyst is therefore responsible for a broad range of complex technical and professional work activities in a variety of contexts. They will be required to have knowledge and understanding of all technical capabilities, systems, services and operational practices across the Council in order to drive service delivery efficiency as well as proactive incident reduction and mitigation.

Re-applying for posts

Applicants who have not been shortlisted or who are unsuccessful at interview cannot reapply for the same job if it’s within 6 months of the first advert – for further information please refer to our and Career Page – ‘Working for us and Information for Applicants’ on our website.

Special requirements for this post

Problem Management

• Develop, coordinate and promote effective problem management activities within IT Services
• Coordinate the investigation of problems, via root cause analysis or proactive trend analysis/monitoring
• Responsible for operational MI reports

Change Management

• Responsible for Change Management ensuring that governance is defined and adhered to
• Co-ordinate key interfaces between Change Management and processes such as Service Asset and Configuration Management and Release Management

Configuration Management

• Ensure the confidentiality, integrity and availability of configuration data and provide accurate information to support all relevant ITIL processes
• Maintain the accuracy and operational effectiveness of the information and databases within ITSM
• Ensure all IT assets and configuration items are recorded accurately and that relationships are created and maintained through their lifecycle
• Control the movement of assets to promote efficient use of IT equipment
• Maintain a software management system

Reporting

• Delivery of MI reporting for internal/external stakeholders
• Collect and collate customer, and performance information to support service improvement initiatives

Licence Management

• Act as an adviser on software licensing in contractual and procedural aspects including any risks
• Communicate and consult with all areas across the Council to identify software requirements, keep them informed of changes to the software portfolio, services and manage customers’ expectations
• Identify cost savings

Release Management

• Responsible for collaborating with IT teams, internal council, or similar business partners to ensure structured processes for release into the production environment
• Planning, scheduling, and controlling the build test and deployment of releases

Service Level Management

• Be fully conversant with service management contracts, KPI/service level measurement and management
• Proactively manage service levels, with the primary focus on prevention of failures and swift corrective actions

IT Systems Management

• Ability to design, implement, amend workflows within an ITSM environment
• System maintenance/administration

Knowledge Base Management

• Ensure the knowledge base is maintained

About you

• ITIL qualified to at least foundation level
• Expertise in ITIL processes and industry best practice in service request and fulfilment
• Experience of Problem/Change managing applications, end user devices, network infrastructure and telecommunications systems and services
• Knowledge of problem-solving methodologies
• Understanding of IT Service provision
• Good working knowledge of server-based systems
• Background in troubleshooting & fault diagnosis in relation to networks, PC hardware/software, operating systems.
• Strong analytical skills: ability to evaluate complex issues
• Technical and non-technical documentation writing
• Manage multiple workloads & prioritise effectively
• Used to working under pressure and meeting deadlines
• Experience of working autonomously and collaborating with internal IT teams including, Service Desk, Networks, infrastructure/Systems, and Applications, internal council or similar business partners, 3rd party suppliers, project managers for the delivery of new projects and services.
• Demonstrable written and oral communications skills to deliver documentation, training of colleagues and work closely with peers and others
• Demonstrable delivery of solutions of projects, problem resolution, troubleshooting incidents both minor and major, and innovative workaround of systems problems.
• Proven ability to manage & develop colleagues, transference of knowledge to mitigate against demand and single point of failure for the betterment of the team, service delivery and Council values and goals.
• As a highly critical role, the role holder will be responsible and accountable for the successful delivery of the Council’s IT EUC team services and operations. Therefore, operations must be maintained in line with Services Level Agreements (SLA), quality and financial KPI’s thresholds to minimise disruption to the client or service provided. This will mean working outside of business hours as required.
• Approach all work with a positive, can-do attitude, respect others and strive to deliver the Council’s goals to the best of your abilities, which ultimately improve the lives of our customers for the better.
• Working autonomously and contributing to the whole team towards creative systems solutions and continuous improvements

About us

Barking and Dagenham is a vibrant and diverse Borough, which is something we are proud of. We value the diversity of people who live or work in and visit the Borough and it is our vision is to create a place where people understand, respect and celebrate each other’s differences.

We aim to be an exemplar employer and a vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects. We are committed to achieving these goals by ensuring our employment practices do not discriminate against a group or individual on any unjustifiable grounds.