Skills

Communication Test Stakeholder Management Customer Service Project Management

Job Specifications

Service Assurance Analyst
Service Assurance Analyst/Service Design/Service Transition/Service Operations/ITIL V3/ITIL V4/Technology/Infrastructure/PRISM/Digital Operations/Project Delivery
5month contract- extensions likely
£400-475 per day - inside IR35
3 days per week on-site in Warrington (Northwest), 2 days from home
Our client is seeking a Service Assurance Analyst to join their Customer Services Team. The role will support several projects, namely the modern workplace rollout, and a number of other technology maintenance workstreams.
You will be able to create service designs against the agreed business requirements and solution design and also ensure new solutions being delivered into a production environment satisfy all operational acceptance criteria, in accordance with the required SLA's ensuring existing services are not adversely impacted.
Key Responsibilities:
Contribute to Service Design, Service Transition and Service Operations to ensure realistic SLAs are agreed with the business and 3rd party supplier
Contribute to the design and production of Digital Services related processes and documentation
Provide service governance for projects through Service Acceptance Criteria and PRISM (Post Release Implementation Support & Maintenance) Governance
Ensure all stakeholders are communicated to effectively pre-, during and post any change being delivered by Digital Operations & Project Delivery.
Ensure that knowledge gained during the test, change, release and deployment, phase is documented and disseminated to all relevant parties
Ensure that new/changed services are accepted by the business and stakeholders before implementation
Monitor and implement appropriate responses to day-to-day customer/client issues to ensure that appropriate resolution is achieved
Promote a positive image for Digital Operations, building and sustaining strong working Contribution to own team's operational requirements to deliver against objectives and goals.
Work with third parties so that they are used effectively to deliver maximum value to the business
Key Skills & Qualifications:
Analytical and Methodical; able to work through ambiguity
Experience in working with multiple third parties at all levels and able to manage multiple priorities.
Good awareness of financial and commercial commitments and liabilities, and impact of unsuccessful change implementation
Good experience of project management methodology including delivery methods and testing life cycle.
Understanding of technology, infrastructure, telecommunications and networks and the ability to translate technical information into terms that business users can understand.
Excellent customer service attitude, communication, and interpersonal skills including strong influencing and stakeholder management.
Broad business knowledge, including understanding of 'end to end' process operation
Promote positive customer relationships to ensure customer satisfaction and organisational success
ITIL Foundation qualified (v3 or4)
In the first instance, please submit your up-to-date CV.

About the Company

Established in 1995, Reed Talent Solutions can enable you to access and unlock the talent your organisation needs to grow and succeed in an ever-changing world. As a leading contingent and permanent workforce solutions provider, we can give you access to the entire talent ecosystem, and unrivalled direct access to professionals. We offer a range of talent solutions, from recruitment process outsourcing, to managed service programmes, statement of work and talent advisory, that can be matched to suit the unique requirements o... Know more