Service Management Analyst

Job Details

Discipline:
Standard

Job type:
Permanent

Job

Published: 3 days ago

Correla are looking for a Service Management Analyst to join our team.

Salary: circa £35,000 (advertised salary achievable for a candidate fulfilling all role criteria)

Job Type: Permanent

In March 2021, Correla was created, as an independently owned business to bring in private investment to fuel innovation in the centre of the energy market and beyond.

Correla is derived from correlation, because we’re all about exploring and enhancing relationships between data, people, and processes
. Our SaaS products and Managed Service solutions combine to power industry innovation, simplify an increasingly complex market, and deliver cost and operational efficiencies.

Our goal is to support industry transformation, to move to a net-zero future and to positively impact the end-consumer.

• Support the coordination of Major Incident activities, assisting with stakeholder communications and ensuring actions are progressed to support the timely restoration of service.
• Participate in the 24x7 on-call rota, providing support for Major Incident Management activities as experience develops.
• Prepare and distribute clear, timely and customer-focused incident communications under the guidance of senior Service Management colleagues.
• Support the production of Major Incident Reviews (MIRs), documenting timelines, root causes, lessons learned and agreed improvement actions.
• Track agreed actions through to completion and provide progress updates.
• Produce regular service reports, dashboards and management information, identifying trends and highlighting potential risks or opportunities for improvement.
• Support the monitoring of contractual SLAs, KPIs and KPMs, escalating emerging risks where appropriate.
• Contribute to Continual Service Improvement (CSI) initiatives by analysing operational data, identifying improvement opportunities and supporting the implementation of agreed actions.
• Assist in maintaining Incident Management documentation, knowledge articles and operational procedures.
• Support the preparation of customer reports, service reviews, governance meetings and operational performance updates.
• Assist with ensuring Incident and Service Management processes are delivered in line with contractual obligations and internal governance.
• Provide support across Incident, Problem and Change Management activities, developing knowledge across all Service Management disciplines.
• Work collaboratively with operational and technical teams to develop Service Management knowledge and promote best practice.
• Develop knowledge and experience of ITIL Service Management practices, Major Incident Management and Service Governance through mentoring, coaching and practical experience.
• Build effective working relationships with customers, technical teams and operational stakeholders to develop confidence in stakeholder management

• Service Management
  - Ability to operate effectively within a multi-customer, multi contract environment, understanding and applying differing service levels, governance requirements, and contractual obligations.
• Incident & Major Incident Management
  - Understanding of Incident and Major Incident Management principles and ITIL best practices. Ability to coordinate Major incident resolution activities across multiple technical and business teams.
• Communication & Stakeholder Management
  - Excellent written and verbal communication skills. Ability to communicate clearly and professionally with customers, suppliers, technical teams, and senior stakeholders.
• Analysis & Reporting
  - Analytical skills with the ability to interpret service data, identify trends, and make recommendations for improvement. Experience producing service…