Information Technology Service Management Analyst
2 weeks ago
About the Company
- Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments. Through the automation of tasks, the simplification of complex operations, finding scalability as operations evolve, and more effective management of information, we help our customers harness the power of Digital, so they can do more. We employ around 660 staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required.
About the Role
- We are currently seeking a highly motivated IT Service Management (ITSM) Administrator to become an integral part of our Service Management and Assurance Team. The successful candidate will be responsible for the administration, support, and configuration of our service management platform, including its customer interfaces, portals, dashboards, change calendars, and workflows. This role requires close collaboration with stakeholders across Idox and our comprehensive corporate contact register to ensure our service management solutions effectively meet all service delivery requirements while consistently providing a world-class end-user experience.
Responsibilities
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Support contracted Idox services though our knowledge-based culture
Provide overall support and administration for the service management platform ensuring that all performance, availability and organisation/service level agreements are met.
Troubleshoot, determine root cause, and resolve Incidents, Service Requests and Change Requests relating to the platform, its interfaces, and integrations.
Develop and configure the Service Management platform by building workflows, intelligent captures and business rules to ensure the efficient and accurate delivery of services.
Develop custom scripts and integrations that enhance the service delivery and automation capabilities of the ITSM platform.
Build and configure customer portals and interfaces to provide an optimised, world-class user experience that promotes and enables self-service 24/7.
Ensure that all technical solutions are adequately tested, satisfy stakeholder requirements, and overall business objectives.
Translate stakeholder requirements into technical solutions.
Pro-actively monitor the service management platform and implement strong solutions in a timely manner ensuring that platforms are available in line with contract commitments.
Liaise with 3rd party suppliers as appropriate including advocating on behalf of Idox for enhancements in line with our Continual Service Improvement and Automation aspirations.
Embrace a knowledge-based culture ensuring that all processes are documented and shared as per our change management processes.
Manage data securely, responsibly and effectively, continually promoting and administering system streamlining and efficiencies.
Develop and distribute key performance indicators relating to the ITSM platform and deliverables via dashboards, reports and widgets.
Qualifications
- Bachelor's Degree
Required Skills
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2+ years experience configuring and administering an ITSM tool such as Hornbill, Service Now, Halo or Jira Service Manager.
ITIL v4 Foundation certification or equivalent 2+ years' experience working in an ITIL-based Service Management delivery framework.
Experience with the support and administration of a Configuration Management database.
Good understanding of technology developments and industry trends in Service Management.
Possess the ability to communicate effectively in English with technical and non-technical stakeholders.
Be able to work in a fast-paced environment with rapidly evolving targets and to prioritise work effectively.
Be self-motivated, confident and decisive with a "can do" attitude to administration and delivery.
Be a good team player, working effectively with multiple stakeholders at a global scale.
Experience of working as part of a team within a busy customer driven environment.
Exposure to AGILE ways of working and Value Stream focused delivery.
Ability to learn, understand, and apply new technologies and integrations
Good working knowledge of MS 365, Webhooks, SQL, ESP Conditioning and Regex.
Knowledge of Cloud Automation including Hornbill, Jira, Salesforce, Hubspot, and Twilio.
Experience of working closely with a UK, European or US IT services business would be advantageous
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Pune, Maharashtra, India Idox plc Full timeJob DescriptionAbout the Company - Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver...
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