Service Analyst (Assurance)

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Working to connect people and places across London, Crossrail is the largest addition to the southeast rail network in over 50 years. With 24 trains every hour, every week we’ll be able to take 250,000 more passengers wherever they need to be - whether they’re meeting up with best friends, or seeing theatre’s greatest performances. And, as you collaborate with some of the biggest names in the industry, we’ll help you to take your experience further too.

We are currently seeking a Service Analyst (Assurance) to support the IT Service needs of Crossrail by undertaking service delivery, assurance analysis tasks and activities relating to the IT operations. The role will focus on the delivery of a world class service delivered to Crossrail’s IT users both in Head Office and the remote sites.

In this role you will be responsible for ensuring that all service operation policies, processes, procedures, work instructions, and related outputs is in line with company standards. You will collaborate with the IT training department to support & deliver regular IT Forums with the user community which will continue to build and enhance the IT reputation to deliver an excellent service.

You will also provide recommendations for continual service improvements across the portfolio of services provided by IT and be an active participant in taking the appropriate ownership to ensure that these improvements are delivered and driven through

In addition, you will ensure adherence to escalation procedures, and respond to escalated, complex and high impact user calls within service level agreements.

To succeed in this role, you will have the following skills and experience:

Qualifications

- Graduate desirable.

- Holder of the ITILV3 Expert certificate, or ITIL V3 Foundation certificate and at least two ITIL V3 Intermediate Level certificates.

- Prince 2 (or equivalent) Project Management certificate desirable.

Experience

- Good experience of incident, service request, problem, change, and configuration and release management gained within "blue chip" organisations.

- Experience of having worked within or managed an IT Service Desk function desirable.

- Extensive experience of both reactive and proactive problem management and related tools and techniques desirable.

- Experience of managing and implementing service improvement projects/plans.

- Experience of using IT Service Management tools for example Remedy and TfS, and Process Maturity Models (e.g. CMMI).

Personal Skills

- Good problem solving, analytical and customer service skills.

- Good stakeholder management skills.

- Ability to organise and prioritise work in an effective manner.

- Good communication skills, both written and verbal, with the ability to communicate with people of different seniority levels.

- Good documentation skills.

- Demonstrates accuracy and a keen eye for detail.

Knowledge

- Good Knowledge of ITIL V3 principles, concepts, processes and functions.

- Extensive knowledge of IT service design and transition processes.

- Good knowledge of IT Architecture, data centres, servers/PCs, operating systems, SANs, databases networks, MS Office Product Suite, Systems Management tools and Service Management tools.

For any queries related to this position please contact us. Please quote the reference number CT301.

We offer a competitive package for all of our roles with some of the best benefits within the industry, including a competitive pension scheme, healthcare and free staff Oyster pass which covers Buses, Tubes, Trams, and DLR.

If you happen to live outside of the London area, we offer a 75% reimbursement option on your annual standard class Rail Season Ticket.

For further information and to apply, please click the Apply button to be redirected.

We value the diversity that exists in London and aspire to this being reflected in our workforce.

To apply please click the APPLY button.

The closing date for receipt of completed applications is Wednesday 22nd June 2016.