Technical Support Service (TSS) Analyst (Service Management)
Technical Support Service (TSS) Analyst (Service Management)
Apply locations: Swindon Time type: Full time Posted on: Posted 3 Days Ago Time left to apply: End Date: January 20, 2025 (30 days left to apply) Job requisition id: JR3912 Vacancy for Technical Support Service Analyst Be part of the Product Support functional team within the BS&I Product Teams to deliver Application support for BS&I owned Services and Products. Title:
Technical Support Service Analyst Band:
UKRI Band E (UKRI Ts & Cs) Salary:
£45,272 gross per annum Reports to:
Technical Support Service Lead Location:
Swindon Contract:
Permanent Innovate UK recognises the importance of work-life balance and we will be happy to discuss any requests for flexible working arrangements. Job Purpose: We are seeking a hands-on Functional Support Analyst to provide expert support across our Funding Platform, which includes systems like Salesforce, Workday (HR & Finance), and related Data Integration solutions. In this role, you will play a key part in managing system incidents, implementing fixes, supporting requests, and driving minor enhancements. Key Responsibilities and Accountabilities: Technical Support and Incident Management: Oversee technical changes, minor enhancements, and system incidents. Track the progress of incidents and/or changes, keeping key stakeholders informed. Post-Incident and Problem Management: Support Post-Incident Review (PIR) meetings and follow up on pending actions. Assist in managing problem records to ensure issues are tracked and addressed. Documentation and Collaboration: Document system functionality for reference and future improvements. Collaborate with development and support teams to resolve service issues and implement solutions. Serve as a key stakeholder in Service Catalogue Management, ensuring the catalogue is up-to-date based on changes and resolutions. Service Management Responsibilities: Incident Management: Manage incidents, monitor their progress, and keep relevant parties updated. Major Incident Management: Support TSS during major incidents by providing essential information and participating in post-incident reviews. Problem Management: Analyse issues, identify root causes, and recommend solutions. Technical Change Management: Handle technical change processes, from raising change records to overseeing post-implementation reviews. Release Management: Oversee and support the release of system fixes and updates. This is not an exhaustive list and you might be encouraged to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the key experience and/or training. Person Specification: (S) – Assessed at shortlisting Familiarity with ITIL 4 framework Commitment to meeting Service Level Targets (SLTs) and Key Performance Indicators (KPIs). Experience in a large enterprise service environment. Proven track record of ensuring best practices and meeting service standards. (I) – Assessed at interview Thinking and problem solving: Explored through scenario-based questions. Stakeholder Management: Assessed by reviewing examples of past stakeholder engagement. Communication skills: Evidence of clear, professional communication required in the CV and demonstrated in interview. Influencing: Evaluated through discussion on past experiences and behavioral scenarios. Self-Management: Assessed through question on handling challenges. Working with others: Ability to give an example of a teamwork-based scenario at the interview. Project Management: Evaluated through queries on past project involvement and delivery. (S&I) – Assessed at both shortlisting and interview Familiarity with ITIL 4 framework, providing examples, evidence in applying it in previous roles. Strong customer service orientation and excellent communication skills at all levels. Ability to demonstrate experience managing time effectively, prioritizing tasks, and working both independently and collaboratively. Analytical skills to assess both technical and non-technical aspects of service-impacting incidents. Problem-solving mindset with logical, adaptable thinking explored through problem-solving exercises and situational queries at interview. Commitment to meeting Service Level Targets (SLTs) and Key Performance Indicators (KPIs). Responsive and constructive in facing challenges, focused on transparency and prompt resolution. Understanding of Innovate UK’s business operations, serving as a key stakeholder for Service Catalogue Management. Competencies: All team members demonstrate compatibility with and capability against our Core Competencies such as: Thinking and Problem Solving Stakeholder Management Communication Skills Influencing Self-awareness/Self-management Strategic Awareness Working with Others Project Management Travel Requirements: There may be the occasional requirement for national travel. Equality, Diversity and Inclusion: Innovate UK is a diverse workforce of people. We believe that encouraging these differences and drawing the best from them will build a productive environment in which everyone feels valued, where talents are fully utilized and in which organizational goals are met. Equal Opportunities: We are an equal opportunities employer, committed to employing any person who meets the criteria for our roles. UK Research and Innovation: Innovate UK is a partner organization within UK Research and Innovation. If successful in securing the position, your employer will be UK Research and Innovation. Employee Benefits: We offer a benefits package crafted to provide an excellent work/life balance. This includes 30 days’ annual leave, 10.5 public and privilege days, flexible working hours, an exceptional defined benefit pension scheme, and access to a variety of support networks and discount schemes. Flexible Working: We understand the importance of work-life balance, and are happy to discuss the possibility of flexible working with applicants. Developing Talent: We are committed to developing employees in their roles throughout their career. Pre-employment Screening: To enable us to hire the very best people we will conduct a comprehensive pre-employment check on successful applicants as part of the recruitment process.
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Apply locations: Swindon Time type: Full time Posted on: Posted 3 Days Ago Time left to apply: End Date: January 20, 2025 (30 days left to apply) Job requisition id: JR3912 Vacancy for Technical Support Service Analyst Be part of the Product Support functional team within the BS&I Product Teams to deliver Application support for BS&I owned Services and Products. Title:
Technical Support Service Analyst Band:
UKRI Band E (UKRI Ts & Cs) Salary:
£45,272 gross per annum Reports to:
Technical Support Service Lead Location:
Swindon Contract:
Permanent Innovate UK recognises the importance of work-life balance and we will be happy to discuss any requests for flexible working arrangements. Job Purpose: We are seeking a hands-on Functional Support Analyst to provide expert support across our Funding Platform, which includes systems like Salesforce, Workday (HR & Finance), and related Data Integration solutions. In this role, you will play a key part in managing system incidents, implementing fixes, supporting requests, and driving minor enhancements. Key Responsibilities and Accountabilities: Technical Support and Incident Management: Oversee technical changes, minor enhancements, and system incidents. Track the progress of incidents and/or changes, keeping key stakeholders informed. Post-Incident and Problem Management: Support Post-Incident Review (PIR) meetings and follow up on pending actions. Assist in managing problem records to ensure issues are tracked and addressed. Documentation and Collaboration: Document system functionality for reference and future improvements. Collaborate with development and support teams to resolve service issues and implement solutions. Serve as a key stakeholder in Service Catalogue Management, ensuring the catalogue is up-to-date based on changes and resolutions. Service Management Responsibilities: Incident Management: Manage incidents, monitor their progress, and keep relevant parties updated. Major Incident Management: Support TSS during major incidents by providing essential information and participating in post-incident reviews. Problem Management: Analyse issues, identify root causes, and recommend solutions. Technical Change Management: Handle technical change processes, from raising change records to overseeing post-implementation reviews. Release Management: Oversee and support the release of system fixes and updates. This is not an exhaustive list and you might be encouraged to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the key experience and/or training. Person Specification: (S) – Assessed at shortlisting Familiarity with ITIL 4 framework Commitment to meeting Service Level Targets (SLTs) and Key Performance Indicators (KPIs). Experience in a large enterprise service environment. Proven track record of ensuring best practices and meeting service standards. (I) – Assessed at interview Thinking and problem solving: Explored through scenario-based questions. Stakeholder Management: Assessed by reviewing examples of past stakeholder engagement. Communication skills: Evidence of clear, professional communication required in the CV and demonstrated in interview. Influencing: Evaluated through discussion on past experiences and behavioral scenarios. Self-Management: Assessed through question on handling challenges. Working with others: Ability to give an example of a teamwork-based scenario at the interview. Project Management: Evaluated through queries on past project involvement and delivery. (S&I) – Assessed at both shortlisting and interview Familiarity with ITIL 4 framework, providing examples, evidence in applying it in previous roles. Strong customer service orientation and excellent communication skills at all levels. Ability to demonstrate experience managing time effectively, prioritizing tasks, and working both independently and collaboratively. Analytical skills to assess both technical and non-technical aspects of service-impacting incidents. Problem-solving mindset with logical, adaptable thinking explored through problem-solving exercises and situational queries at interview. Commitment to meeting Service Level Targets (SLTs) and Key Performance Indicators (KPIs). Responsive and constructive in facing challenges, focused on transparency and prompt resolution. Understanding of Innovate UK’s business operations, serving as a key stakeholder for Service Catalogue Management. Competencies: All team members demonstrate compatibility with and capability against our Core Competencies such as: Thinking and Problem Solving Stakeholder Management Communication Skills Influencing Self-awareness/Self-management Strategic Awareness Working with Others Project Management Travel Requirements: There may be the occasional requirement for national travel. Equality, Diversity and Inclusion: Innovate UK is a diverse workforce of people. We believe that encouraging these differences and drawing the best from them will build a productive environment in which everyone feels valued, where talents are fully utilized and in which organizational goals are met. Equal Opportunities: We are an equal opportunities employer, committed to employing any person who meets the criteria for our roles. UK Research and Innovation: Innovate UK is a partner organization within UK Research and Innovation. If successful in securing the position, your employer will be UK Research and Innovation. Employee Benefits: We offer a benefits package crafted to provide an excellent work/life balance. This includes 30 days’ annual leave, 10.5 public and privilege days, flexible working hours, an exceptional defined benefit pension scheme, and access to a variety of support networks and discount schemes. Flexible Working: We understand the importance of work-life balance, and are happy to discuss the possibility of flexible working with applicants. Developing Talent: We are committed to developing employees in their roles throughout their career. Pre-employment Screening: To enable us to hire the very best people we will conduct a comprehensive pre-employment check on successful applicants as part of the recruitment process.
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