Service Support Analyst

BJSS has established a reputation for delivery, technical excellence and straight-talking. Our clients know that we can be trusted to deliver and act with integrity. We have built an enviable track record combining our values and a pragmatic and flexible approach; this makes us different.

This reputation is a consequence of a culture that values ability, integrity and a passion for service delivery. Our peoples’ capabilities take precedence over titles and formal ‘organisation’ positions; technical and management skills are valued equally. We enjoy an informal culture and invest heavily in supporting our people. There is no ‘up or out’ pressure and no sales culture compromising the needs of our clients – the longevity of our customer relationships is testament to this.

As we’ve grown, we have retained our informal culture, core values and regular social events. We have a low attrition rate and our people enjoy working for us, both things we take great pride in.

We want our people to enjoy their daily life. Work/life balance is important to us and we put significant effort into this area.

Our People

Our people enjoy problem solving and thrive on taking on technically challenging assignments, often those that have defeated our clients and competitors. We are egoless, pragmatic and unwavering in our desire to deliver and do the ‘right thing’ for our clients.

We set high standards for ourselves and will not compromise on these. As we grow we’re always looking to hire like-minded, high calibre IT professionals.

Everyone at BJSS has a genuine interest in IT delivery, software development, the software development process, service delivery and/or infrastructure. We provide project management, technical architecture, business analysis, design, development, testing and managed services.

We’re looking for proactive problem solvers with strong stakeholder management skills who can communicate effectively all levels within an organisation, and will be credible in front of business and technology stakeholders.

BJSS people are:

• Customer focussed with the experience (and aptitude) to operate in BJSS and client development teams
• Delivery focused and driven to exceed client expectations
• Excellent communicators – both outward facing with the business and inward facing with the delivery team
• Team players with strong motivational and coaching skills
• Comfortable operating in a range of client environments
• Honest, influential and personable
• Pragmatic, flexible and dependable
• Location flexible where required to meet client needs

Responsibilities

• Service Design & Transition: Support the Project Team in the construction of ITIL aligned processes and procedures and transition these in to Live Operation.
• Service Operation: day-to-day operation of one or more ITIL processes e.g. Incident, Request fulfilment, Problem, Access Management, Event, Change Management in support of Technical Project Teams, both internally at BJSS and at Client sites, as required
• Continual Service Improvement: Must continually assess the suitability of processes and procedures and recommend/implement change as appropriate

Must haves

• Strong ITIL knowledge and experience
• Strong experience and knowledge of Incident Management tool sets
• Strong customer service skills
• Communicate effectively internally with project teams and externally with BJSS clients
• Assist in developing and providing management reports on a daily, weekly, or monthly basis, and produce ad hoc analysis upon request
• Provide a central point of contact for Service Operation processes ensuring that all Client requests\Incidents\Changes are dealt with in a timely and effective manner, in line with agreed levels of service
• Ensure that requests are logged, monitored and re-assigned where appropriate internally and externally in line with client SLA targets
• Assist the Service Manager with ITIL process reporting, specifically Incident, Problem, Change and Capacity etc
• Monitor delivery against agreed service levels for internal and external suppliers and escalate appropriately
• Manage and maintain effective client relationships, where ‘desk to desk’ processes are in place
• Assist in the setup, process mapping and documentation of new Client processes
• Create and update knowledge base articles when required
• Assist with ISO processes and associated tasks
• Responsible for problem investigation, trend analysis and reporting, and, where appropriate, distribution and presentation findings to the Client
• Assist in developing and maintaining procedures and processes in line with Industry standard best practice and continual service improvement
• Work primarily within a project team but also be comfortable presenting ideas to Senior Management and Clients
• Delivery focused and flexible
• Able to gain security clearance, as and when required
• Able to work effectively in a team environment
• Able to work at client sites and able to adapt to changes in volume of work at short notice

Desirables

• Aware of best practice standards such as ISO27001, ISO20000
• Experience of working in secure environments, with an understanding of the impact this can have on operational activities
• Technical knowledge and experience with IT Infrastructure and software
• 1^st and 2^nd line application and infrastructure support
• Experience of working with software development teams
• Understanding of Project Management techniques, such as Prince2 and Agile