Can you build solid working relationships with internal and external stakeholders?

Do you enjoy investigating and analysing to gather requirements and impacts?

Have you got experience managing competing priorities and working to deadlines?

If so, we have an exciting opportunity for an ITSM Analyst to join our team and we’d love to hear from you!

Job description

The ITSM (IT Service Management) Analyst reports to the ITSM Manager and assists the support provision of application of tools and techniques to define and validate solutions within the ITSM platform (Service Now) to ensure DVSA’s requirements are aligned to its strategic objectives. The scope of requirements definition includes business requirements (goals, objectives, needs); stakeholder requirements, solution functional and non-functional requirements and transition requirements.

In addition, the jobholder will assist in the provision of support (if required) large or complex project and solution requirements as part of the ITSM platform’s development, ensuring that it delivers benefits aligned to the agency’s strategic plans.

The post holder will assist the ITSM Manager, Process Owners and Functional Leads to prioritise and respond to emerging requirements and support colleagues leading the deliverables committed in the Digital Services and Technology Annual Directorate Plan.

Responsibilities

Responsibilities include, but are not limited to:

• Assist the ITSM manager with identifying new knowledge gaps by ensuring the knowledge base is kept up to date with new/existing Service Now knowledge articles.

• Assist with the creation of monthly reporting from the analysis of data contained within our Happy Signals platform.

• Assist the ITSM manager to ensure a consistent service is delivered for all Service Now users across the agency. Provide support to the ITSM manager and Service Management team in service reviews with the supplier.

• Be professional, friendly and approachable with the adaptability to new and emerging ITSM innovation.

• Supply admin support in workshops and meetings chaired by the ITSM manager.

For more information about the role and responsibilities please see the attached Candidate Pack.

About you

To thrive in this role, you will have experience carrying out investigative work to determine business requirements with some experience of analysing information to formulate plans and consider impacts.

You can build rapport quickly with both internal and external stakeholders which enables you to build solid working relationships.

You will have experience of working in agile team environments and you will be someone who naturally enjoys working collaboratively with different business areas.

You will have the ability to organise and prioritise your work to maximise productivity and achieve all deadlines. You will be highly adaptable and flexible, adjusting to the requirements of the role.

Additional information

To be eligible to apply for this role you will hold an ITIL V3 Foundation or be prepared to work towards this.

This role may require occasional UK travel to DVSA locations across UK (notably Nottingham, Swansea, Leeds and Newcastle) and London to meet external stakeholder and suppliers, this may require overnight stays.