IT Service Management Practice Analyst
Are you knowledgeable in IT Service Management (ITSM) and looking to develop this further in a large-scale environment?
Do you like the sound of working holistically across multiple ITSM functions, getting to know the services and tech you’re applying them to?
If so, we would love to hear from you!
Would you like to find out more about the role, the digital team and what it’s like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on Wednesday 25th September at 10am.
Please click here to book your place.
Our new ITSM Practice Analyst role works within a small, multi-skilled team that operates a wide range of ITSM practices / functions across a particular scope (‘tower’) of DVLA services, e.g. Drivers, Vehicles or Core. This team manages the ITSM practice activities of all ITS (DVLA’s IT department) service and support functions relevant to the tower, defining and ensuring performance against OLAs for these activities, underpinning wider IT Service Management’s ability to deliver services in accordance with agreed SLAs aligned to business and customer needs.
Required to possess a good level of industry best practice knowledge / experience in ITSM practices / functions, the ITSM Practice Analyst is responsible for performing many of the process tasks and activities which underpin the overall operation of the practices for the service tower.In doing so, they engage with a vast range of product-based DevOps engineering squads and Agile delivery teams, as well as other Service Management and Business stakeholders, making this role a fantastic opportunity to interact with colleagues across the entire IT eco-system.
Responsibilities
Your responsibilities will include but will not be limited to:
- IT Service Management Framework and Practices: Applying your knowledge / experience of industry best practice, being responsible for performing underpinning process tasks and activities involved in the day-to-day operation of all the below ITSM practices and functions for the services within your team’s tower, in line with the documented processes, activities and success factors for each practice:
- - Incident Management.
- Problem Management.
- Change Enablement.
- Service Transition.
- Service Configuration Management.
- Service Continuity Management.
- Capacity and Performance Management.
- Monitoring and Event Management.
- Continual Improvement.
- Management of SSL/TLS Certificates.
- Continual service improvement (CSI) and business analysis: Contributing to the continual improvement of the overall practices through helping to identify process optimisation opportunities based on your own operational experiences as part of your service tower and assist in the delivery of solutions
- Ownership and initiative: Taking ownership and adopting a pro-active mindset in your approach to all practice work, ensuring that the underpinning process tasks and activities are ultimately adding value. Engaging with stakeholders for these underpinning tasks and activities pro-actively and directly
- Technical understanding: Understanding core technical concepts sufficiently to be able to facilitate and contribute to conversations with technical teams and undertaking ITSM practice activities effectively using technical information
For further information about the role please see the attached role profile.
Additional Information
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role.To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.
This role occasionally involves playing some part in ensuring Incident Management duties for your team’s tower are covered between 07:00 – 17:00. Resources from across the entire ITSM Practices and Transition team will be utilised to share this responsibility.