IT Service Analyst

Group Support Centre
East Midlands
Hours Per Week:
Vacancy Type:
10 Aug 2022
What you'll be doing?
Supporting the business and our divisional offices, our Head Office functions cover all departments from our Executive Board through to our support functions such as Group Design and Technical, HR, Health and Safety, IT, Sales and Marketing, Commercial, Procurement, Group Finance, Corporate Affairs, as well as Legal and Company Secretariat. We also have a specialised function – Barratt Partnerships.
While the work varies from team to team, our key requirements don’t: you must be well organised, extremely helpful and resourceful, and able to use your initiative. You’ll understand that what you do is important, and impacts on your team, the department, and the wider business.

As IT Service Analyst, operating within an ITIL environment, you will support the IT Supplier Service Manager to ensure the smooth day to day running of critical IT Services and systems provided and supported by our internal Barratt IT team and external partners and suppliers. You will develop key working relationships with suppliers, members of the IT team and the wider business stakeholders as well as acting as an escalation contact for any issues, incidents and problems.

Driving service improvements with our internal teams and processes as well as managed service partners delivering IT services as part of Continual Service Improvement.

You will be expected to:

  • Work closely with our partner, you will be accountable for the IT Joiners, Leavers, Movers process, following up with requestors, approvers and proactively seeking feedback, in the form of surveys, from all new starters
  • Communicate with our partners daily ensuring stock levels are being maintained and Incidents and requests are being fulfilled within SLA
  • Attend, and occasionally deputise for the IT Supplier Service Manager, remote monthly key stakeholder ‘IT Feedback’ sessions.
  • Provide effective and timely responses to queries and escalations raised with the Service Management team and escalate accordingly.
  • Analyse incident and problem reports to determine any trends or apparent problems that occur and involve relevant parties where necessary.
  • Work with the Service Management team, end-user focus groups and third-party development teams to scope and deliver ServiceNow ITSM improvements
  • Provide guidance and training to the IT and Business communities as appropriate and assist with the promotion and communication of the key ITSM processes to all parties involved.
  • Collaboratively host an IT Tech Bar at up to two UK office locations per month. Representing the IT Service Management team, handling escalations, proactively seeking feedback on IT services and coordinating the on-site field support engineer where needed
  • Assist in reviewing service review packs to understand whether our Suppliers are meeting SLA requirements and highlighting where trends might appear.
  • Support and track continuous improvement by identifying potential improvements with our partners and suppliers through to delivery of improvement.
  • Attend on-site monthly service management team meetings
  • Where appropriate, be a point of contact, liaison and escalation for operational IT services
  • Provide cover for the IT Procurement Manager, raising purchase orders and maintaining the hardware and software inventory using SNOW asset manager.
  • Provide cover to the IT Supplier Service Manger should they not be available. 
What you'll need?
To be successful in the role, we are looking for:
  • Knowledge of Incident Management, Problem Management and Change Management Process
  • ITIL V3/V4 Foundation Certificate in Service Management preferable.
  • Good understanding of Service Management and Operations frameworks
  • Experience of driving and implementing continual service Improvements
  • Experience working within a fast paced, service delivery function.
  • Experience of working in a challenging environment where tact, diplomacy, excellent relationship management and communication skills are critical to positively influence relationships with a wide range of stakeholders.
  • Excellent written, verbal and face to face communication skills
  • Ability to use initiative, prioritise work and make recommendations for process improvements
  • Excellent people skills - negotiation, listening, with the ability to work effectively with all levels of the organisation. 
  • Intermediate / advanced skillset using Microsoft products such as Teams, Excel, Word, PowerPoint and Outlook.
  • Experience of using and maturing ServiceNow ITSM strategies
  • Strong analytical, organization, multitasking and prioritisation skills
  • Innovative, flexible, positive 'Can Do' approach
  • Confidence and ability to express opinions constructively
  • Self-motivator, ability to remain focused when working to specific targets and deadline
  • Ability to work under pressure
  • Experience working within an IT Support role (Service Desk, Desk side support)
  • Excellent written, verbal and face to face communication skills
  • Ability to influence key stakeholders as well as wider teams and peers.
  • Strong delivery focus with an ability to ensure others “get on board” quickly and adapt to changing priorities.
Our Company and Benefits
We’ve been nationally recognised as a 5 star house builder twelve years in a row for supplying high-quality homes for all generations. That’s more than any other major house builder. It’s because we combine the brightest minds, the latest technology, and a genuine commitment to putting customers first. We want the best people in the industry to help us shape the future of building. We have tailored opportunities for apprentices, graduates, experienced professionals and ex-Armed Forces personnel to come and help us stay one step ahead, and build the homes that Britain needs.
We are building an organisation where anyone with drive and talent can pursue the career they want. We are building a culture where anyone, regardless of gender, race, sexuality, disability, background or any other characteristic,can progress and be proud to work for us.
As part of working for Barratt Developments PLC and specifically for this role we offer:
  • Competitive Salary
  • Competitive Bonus Scheme
  • Private Medical Insurance - Single Cover
  • 26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)
  • Choice of Flexible Benefits
  • Enhanced Family Friendly Policies
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