About the role

  • Serve as a Subject Matter Expert for IT service(s) to support smooth and seamless integrations into the Service Operations Team
  • Actively engage with customers, especially during the onboarding of new services, applications and/or customers
  • Identify gaps between current services and new services during implementation and onboarding and address those via knowledge transfers, technical enhancements and/or process documentation updates
  • Adopt an automation-first, problem management-focused mindset for ticket management and resolution, focusing on root cause and preventing repeat occurrences
  • Provide customer-focused incident and request resolution, restoring service for impacted customers
  • Support major incidents working with Operational Support Leads and other IT service managers and technical support staff
  • Escalate complex issues to wider Service Operations and Technical Operations teams ensuring effective handovers
  • Work with the wider Service Operations team to identify enhancements to resolve issues without escalation
  • Ensure rapid resolution of incidents and requests and carry out ticket resolution through the ITSM tool in line with Service Management processes
  • Liaise with other business and IT teams to implement permanent fixes and manage business communications throughout issue lifecycles
  • Support the onboarding of new services and customers to ensure smooth transitions into live service
  • Assess and compare legacy IT systems, processes, and tools from acquired entities against Davies’ IT landscape and evaluate usability concerns
  • Map existing workflows, identify overlaps/gaps and work closely with business units on usability and impact of changes
  • Contribute to service improvements, document process refinements and standardization efforts during low M&A activity

Requirements

  • Experience working in a large organisation providing Enterprise IT support
  • Experience working with ITIL processes for service management
  • ITIL V4 foundation (v4 or above)
  • Technical experience of administration and support of some or all of the following technologies:
  • Windows servers (2016 and above)
  • Windows desktop OS (10 and above)
  • Mobile device management (e.g. Intune)
  • Active Directory / EntraID for user/group management
  • Microsoft 365 (Office, Teams, SharePoint, OneDrive)
  • End user devices (laptops, mobile phones, printers)
  • Understanding of LAN/WAN networking and firewalls

Benefits

  • Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).
  • Reward platform – discounts for over 800 retailers
  • 25 days holiday (rising with service)
  • EAP with virtual GP
  • 2 x paid volunteering days
  • Enhanced maternity and paternity leave policies
  • Fostering friendly and fertility support employer
  • Pension - matched contribution up to 5%
  • Life Assurance (4 x basic salary)
  • Development, training, and professional qualifications where applicable

Job title

Service Operations Integration Analyst

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

Location requirements

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