IT Service Delivery Analyst

IT Service Delivery Analyst

Department: Technology- IT & Service Management

Employment Type: Full Time

Location: Wrexham

Reporting To: Mark Worrall

The role is a key part of the IT Service Delivery function and is the face of service delivery for the bank. It plays a key role in the department's purpose of “Providing value enhancement through creating a seamless user experience by protecting, maintaining, and improving the stability of Chetwood services.” It is responsible for the identification and running of improvements until completion for IT services, which includes helping to develop strategy, systems and processes using the most appropriate technology.

Responsibilities also include the maintaining of the Service Improvement service desk ensuring accurate and detailed data is captured for all improvements.

• Drive service improvement activities and processes whilst ensuring efficient logging, progression, and resolution within agreed time frames.
• 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).

Internal:

• Bank staff across all levels; communicate and disseminate through a range of processes to different internal audiences.

External:

• Key partners – AWS, Salesforce, IPI, Infinity Group, Dell, etc.

• 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

• 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