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Job Details

Location

Belfast, Northern Ireland

Posted

Oct 4, 2018

Closing Date

Sep 26, 2019

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Reporting Analyst

  • Main purpose of the job

    The ITIL Analyst is responsible for the Implementation, Improvement and execution of the ITIL Management processes within a Managed Service environment. This includes operating the defined and agreed processes and managing the process improvement cycle as well as running reports on a daily basis.

    Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:

    • Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processes.
    • Manages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes.
    • Ensure that KPIs are reported accurately and targets met, liaising closely with Service Delivery Managers.

    Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented.

    Experience and skills:

    Experience (essential):

    • Experience in one or more of the following;
    • Problem Management
    • Knowledge Management
    • Change Management
    • Release Management
    • Request Management
    • Capacity Management
    • IT Service Continuity Management
    • A strong knowledge of ITIL v3 and ISO 20000
    • A track record of operating and managing within an IT Service Management environment
    • Knowledge of business and management principles and practices.
    • Good level of technical understanding.
    • Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.

     Experience (desirable):

    • ITIL Intermediate / Practitioner certified
    • Ability to develop and maintain customer relationships and exceed expectations.
    • Ability to anticipate future trends, priorities and requirements

    Interpersonal Skills:

    • Articulate and a clear communicator
    • Be a customer advocate
    • Have the ability to converse technical terms and definitions to non-technical personnel 
    • Meticulous with excellent attention to detail
    • Able to multitask and handle large amounts of complex information
    • Ability to work independently and take decisions where necessary.
    • Successful delivery against commitments and deadlines.
    • Promotes and supports standardisation and continuous improvement

    Applicants are advised that Security Clearance or Access NI Basic Disclosure will be requested to assist with the decision making process. Disclosure information will not be used unfairly and criminal records will not necessarily prevent you from being successful in your application. A copy of Novosco’s policy on ‘The Recruitment of Ex-offenders’ and ‘The Secure Handling, Use, Storage and Retention of Disclosure Information’ is available to all applicants on request