Role: Service Performance Analyst
Location: Hybrid - home based with occasional travel to M4 / Home Counties regions
Salary: £38,450 + a comprehensive range of Employee Benefits, (including 13.5% Pension and a wide range of travel and shopping discounts)
Key Skills: ServiceNow performance analysis and SLA reporting, User Experience analysis surveys and reporting, recommending service improvements, Power BI
Why Apply: This is a really interesting role, responsible for evaluating Users experiences across a large UK Police Force, when a technical support call is logged. You will be analysing service performance / SLA data, identifying recurring issues and looking at solutions that drive improvement as well as overall satisfaction of Users experiences of using the technical support service.
This would really suit someone who is passionate about driving service improvement and can use their initiative to suggest ideas on how improvements can be made to drive up service levels.
The Role:
Monitor service performance using ServiceNow, evaluate adherence to SLA's, build service delivery reports and analyse results for the Senior Leadership Team, making any suggestions for improvements.
Champion service delivery improvements
Identify patterns and trends, including root causes of problems and incident rates to resolve problems.
Provide service reporting including use of 3rd party services
Identify and implement ways to capture end User experience and analyse subsequent data for reporting purposes. Track the User Journey.
Create Surveys to elicit service performance information from Users
The successful candidate will be able to demonstrate:
Essential:
1+ years' experience in a related service performance analysis and reporting role
Great initiative, can demonstrate previous experience of identifying areas for service improvement, making recommendations, championing the changes and being able to report back on subsequent service improvements.
Passionate about making service improvements
Experience creating and managing reports using tools like Power BI and ServiceNow etc.
Proven analytical skills and documentation skills.
Ideally experience creating and implementing service User surveys
ITIL v3 or v4 practises experience would be ideal
Strong verbal and written communication skills to liaise confidently across the team and stakeholders.** You will need to be able to demonstrate that you have lived and worked in the UK for the last 5 years in order to meet the security vetting required for this role