Complaints Analyst investigating and responding to customer complaints for Coinbase. Collaborating with legal teams and optimizing internal processes for a growing crypto platform.
About the role
- IT Service Delivery Analyst responsible for improving IT service delivery at Chetwood Bank. Drives service improvement and manages IT service performance in a hybrid work environment.
Responsibilities
- Drive service improvement activities and processes whilst ensuring efficient logging, progression, and resolution within agreed timeframes.
- Escalate improvements and risks to internal and external stakeholders as appropriate.
- Conduct regular improvement analysis and colleague discussions to ensure key services within the business are operating in the correct manner and as efficiently as possible.
- Monitor, manage, and report on IT service performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Work in coordination with the other members of the IT Service Delivery Team to implement improvements which resolve Post Incident Review (PIR) actions.
- Act as the primary point of contact for certain service-related issues, liaising with internal stakeholders and service providers to ensure effective communication and service delivery.
- Maintain accurate documentation of IT service processes, procedures, and performance metrics. Generate regular reports for management review.
- Assisting the IT Service Delivery Manager with trend analysis on Service Delivery performance.
- Continuously develop an understanding of new and existing IT toolsets within the business in order to support and/or develop as needed.
- Assist in maintaining, configuring, developing, and improving the Chetwood services under remit (such as Jira workspace, specifically focussing on company managed projects).
- Increase of automation within the business using tools such as Jira automation and integrations such as Zapier
- Work in coordination with relevant internal teams and vendors to maintain the services & tools under remit (such as the telecommunications system Genesys).
Requirements
- Atlassian Jira Administration experience
- Previous experience in Service Delivery, or Sys Admin.
- Excellent communication skills.
- Excellent service and process improvement identification skills
- Understanding of Microsoft 365
- Understanding of Genesys telecommunications software
- Strong IT service desk experience
- Asset Management (e.g., Jira Assets)
- Understanding of good email security practices (e.g., phishing awareness)
- Good overall security practices
- ITIL certification or demonstrable experience working in an ITIL aligned environment.
- Experience with one, or more, Service Management tools (e.g., Jira or Service Now)
- Ability to understand technical disciplines
- Incident and problem management experience
- Strong troubleshooting and fault-finding skills.
- Strong cloud collaboration skills and experience
- Understanding of IT Security and compliance
- Ability to plan and prioritise workload.
- Some knowledge of change management
- Some knowledge of problem management
- Some knowledge of risk management
Benefits
- Competitive salary
- 25 days holiday PLUS your BIRTHDAY off
- Pension contribution with Royal London
- Life Assurance
- Private medical, dental and optical health insurance with Axa
- Hybrid working – Wrexham
- Free breakfast available
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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