Service Management Analyst

Service Management Analyst - GCS&S

Company:

Boeing Defence United Kingdom Limited

Boeing Defence UK is looking for a Service Management Analyst to be based in Waddington to support the MoD Gladiator project. The position requires occasional travel to other Boeing sites to attend team meetings and other governance forums.

The primary function of this role will be to perform the Incident Management, Problem Management, Service Request Management, Change Request Management and Knowledge Management functions to a bespoke IT programme delivering training services to multiple defence customers. The role involves assisting with Software Asset Management, Hardware Asset Management and Configuration Management.

As a key member of the Service Management team the candidate will, on a daily basis, report to the Service Management Lead and be expected to work closely with the Service Delivery Manager, and Resolver Teams.

The candidate will guide the way and encourage best practice to fulfil Service Management functions, drive efficiency to the processes and identify opportunities for process improvement in all Service Management areas.

Responsibilities will include:

Incident Management

• Ensuring that all Incident Reports are correctly recorded and managed in the Service Management toolset
• Monitoring of incidents, ensuring that KPIs/SLAs are not breached.
• Ensuring that all incidents are fully investigated and that the Resolver Teams are providing full details of incident resolution in the Service Management toolset.
• In line with current processes, host Incident review group meetings.
• Creation and delivery of reporting packs to key Stakeholders.

Problem Management

• Ensuring that all Problems are correctly recorded and managed in the Service Management toolset
• Management of Workarounds and Known Errors.
• Management of Resolution Plans.
• Liaising with Resolver Teams in order to assist in the resolution of Problems.
• Creation and delivery of reporting packs to key Stakeholders.

Service Request Management

• Ensuring that all Service Requests are correctly recorded and managed in the Service Management toolset
• Working with the Service Management Lead and relevant stakeholders to progress requests for change from the customer and user.
• Creation and delivery of reporting packs to key Stakeholders.

Change Management

• Working with the Service Management Lead and relevant stakeholders, ensure that all Changes are correctly recorded and managed in the Service Management toolset.
• Attendance at the Change boards, and in the absence of the Service Management Lead be expected to lead, and manage, the Change Advisory Board.
• Working with the Service Management Lead and relevant stakeholders to progress Changes.

• Creation and delivery of reporting packs to key Stakeholders.

Knowledge and content management

• Oversee the production, consolidation, quality and maintenance of the knowledge base and its knowledge articles.
• Content development and proofreading, ensuring content is brand aligned and compliant with good writing guidelines, updated accordingly.
• Hold regular reviews of the knowledge base content against an agreed timetable.
• Identifying opportunities for improvement.

Preferred experience or the ability to demonstrate:

• The ability to communicate and form working relationships with key stakeholders at an enhanced level, 3rd party suppliers and internal & external support teams.
• Work with and support other key ITIL process owners and support teams delivering an integrated service.
• Good communications (written & verbal). Using the most appropriate method to communicate information after analysing needs, listening effectively, demonstrating understanding and clarifying meanings
• Good analytical skills with the ability to understand priorities and situations by collecting and analysing information, and summarise the finding to manage development progress in a positive and collaborative manner.
• The use of and encouragement of best practices, techniques, standards, principles, theories, and concepts.
• The ability to remain calm under pressure or through demanding challenges
• The ability to work under own initiative, with no instructions needed for routine work and receive general instructions for special assignments.
• The ability to contribute to the completion of specific project milestones.
• The ability to interact with internal personnel & external partners/customers on routine matters.

Desirable Education and Experience:

• Knowledge and experience of current ITSM tools - strong Atlassian Jira development skills, including the ability to customise workflows, configure automation rules, and to undertake behavioural scripting would be advantageous.
• Knowledge and experience of ITSM best practice – preferably having worked across multiple ITSM disciplines.
• Experience of managing stakeholders, internal and external.
• Proven demonstrable experience of delivering IT Service Management practices.
• Implementing, documenting and improving processes to underpin new and existing service offerings.
• ITIL V4 Foundation would be desirable.

Boeing Benefits

The Boeing benefits package goes above and beyond, focusing on your physical, emotional, financial and social well-being. Here’s a snapshot of what we offer:

• Competitive salary and annual incentive plans
• Continuous learning - you’ll develop the approach and skills to navigate whatever comes next
• Success as defined by you - we’ll provide the tools and flexibility, so you can make a meaningful impact, your way
• Excellent Adoption and Parental leave options
• 23 days plus UK public holidays and a Winter Break between Christmas and New Year
• Pension Plan with up to 10% employer contribution
• Company paid BUPA Medical Plan
• Short Term Sickness: 100% pay for the first 26 weeks
• Long Term Sickness: 66.67% of annual salary from 27th week
• 6x annual salary life insurance
• Learning Together Programme to support your on-going personal and career development
• Access to Boeing’s Well Being Programs, tool and incentives

Security Clearance and Eligibility

Important information regarding this role: This role is for a locally hired position in the UK and candidates must have current legal authorisation to work immediately in the UK. Boeing will not attempt to obtain immigration and / or labour sponsorship for any applicants. Benefits and pay are determined at the local level and are not part of Boeing US based payroll.

Please note that this role will require you to undergo a security clearance check (Security Check [SC]; please view further information about this here).

Language Requirements:

Not Applicable

Education:

Not Applicable

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Security Clearance:

This position requires the ability to obtain United Kingdom Security Check.

Visa Sponsorship:

Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award

Shift:

Day Shift (United Kingdom)