Service Design

2 weeks ago

Bengaluru, India osbIndia Private Ltd. Full time

12 Oct 2023

Location : Bengaluru/Hyderabad

Job Type : Full Time

**Introduction**:
The objective of the Service Design & Transition Analyst is to ensure that new or changing services receive a comprehensive Service Design including process interfaces, support model, reporting and considerations for operational resilience. This role should additionally ensure that the transition into live service is conducted with rigour and in line with associated service acceptance criteria.

As part of the Service Design & Transition Team within IT Service Operations, the Service Design & Transition Analyst will help to deliver, mature and shape the approach for designing and transitioning systems, services and infrastructure into live service via the firm’s Change Enablement team.

The Service Design & Transition Analyst will also be involved in defining and developing the service standards, maturing the Service Design processes aligned with best practice, and helping to mature the Service Design & Transition effectiveness within the OSB Group.

**Core Responsibilities**:

- Manage Service Design & Transition activities for the assigned portfolio end-to-end, completing all required plans, procedures, reporting and governance. Assist with Service Design & Transition activities on other portfolios as required by the Service Design & Transition Manager.
- Work with Project Managers to agree the scope of new Service Design tasks, offering support and guidance throughout the process to ensure that all requisite tasks are completed by the Change Enablement team.
- Contribute to “Go” and “No Go” decisions for projects, based upon the successful completion of all required Service Design & Transition activities, at all stages of the Service Value Chain, keeping the Service Design & Transition Manager appraised of any issues or concerns and the final recommendation.
- Ensure that support models are agreed for all new IT services, including close liaison with any third-parties, the IT Service Desk, End User Support team, Infrastructure team, Network Services team, Database Applications team and Application Support team, documenting and agreeing the RACI for all activities associated with business-as-usual support. Engage with other Teams such as Security & Architecture as required.
- Complete all required reporting for your Service Design & Transition activities, including completion and demonstrable evidence of the criteria checklist, ‘Smart Pack’, Service Management Acceptance documentation, Service Design & Transition templates and the Service Operations Manual.
- Define and agree a suitable warranty period with Change Enablement for all new Service Designs. Attend warranty meetings and keep Senior Management within the IT Service Delivery Team appraised of progress or issues.
- Keep up-to-date records of the progress of Service Design & Transition activities in ServiceNow and ensure that timesheets are completed weekly, recording accurate time incurred against each project in your portfolio.
- Work closely with the relevant IT Service Owner with the Service Delivery Leadership Team to ensure that relevant service targets have been agreed and documented in the Service Level Agreement, and that any amendments to business process have been acknowledged and understood; acquiring sign-off from the IT Service Owner that all necessary Service Level Management activities have been completed before recommending a “Go” decision.
- For new IT Services, prepare and formally handover a draft ‘Continual Service Improvement’ plan to the relevant IT Service Owner, ensuring that all improvement opportunities have been captured and understood.
- Work closely with the Problem Management Function to ensure that all Known Errors or Problems have been documented and raised in ServiceNow as appropriate - ensuring that as many of these as possible are resolved prior to go-live.
- Work closely with the IT Risk team to ensure that any known Risks identified as part of Service Design have been captured, along with relevant controls and/or treatment plans. Any risks accepted into BAU are to have a nominated owner and agreed treatment plan.
- Undertake a formal Operational Readiness review for each new Service Design with the appropriate Subject Matter Expert, IT Service Owner and Project Manager.
- Work closely with the Business Readiness team to ensure that all required end-user on-boarding activities have been completed successfully - including communications, training etc.
- Work with the wider IT Service Delivery team to ensure that all necessary ITSM activities have been completed, including:

- Working with the ServiceNow Design team to ensure that any opportunities for workflow automations, self-service etc. have been captured, designed and built
- Working with the Change Enablement team to ensure that all necessary Changes have been taken to CAB
- Working with the Configuration Management team to ensure that any necessary u

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