AddressOur talented people are creating the technology of the future.
Tracsis’ purpose is to empower the world to move freely, safely and sustainably. Our approach focuses on combining leading edge software and hardware knowledge, data capture, analytics and industry expertise to generate insights and fast-to-market products and services.
Tracsis Plc are creating a new IT Service Management function within the IT Services department. Our key objective is to design, embed and mature ITIL best practice across IT and to use ISO/IEC20000 as our Service Management standard across our services structure.
We are looking for experienced IT Service Analyst individuals with an excellent understanding of ITIL best practices and/or ISO/IEC20000. The Service Management Analysts will not specialise in just one area of Service Management, this is a blended role where each team member has the capability to turn their hand to all practices as and when needed.
What you will do..
- IT change, prepping and chairing the CAB once per week and conducting PIR meetings, root cause reports as process dictates.
- Be a point of contact for Major Incidents; leading, coordinating and chairing technical and stakeholder meetings, writing, and distributing communications, completing post incident reviews/reports, and capturing post incident actions & workarounds.
- Be a key contact for IT teams including the IT Service Desk. Dealing with escalations, promotion adherence to SLAs and offering guidance on processes.
- Designing and running Process workshops across IT to assist in the maturity of key IT Service Management and ITIL standards.
- Writing Service Review Packs and attending external service reviews as a key collaborator
- Working to internal and external SLAs to ensure contractual service is met for all customers.
- Tracking multiple KPIs for internal support functions
- Be confident to make decisions within your scope of control; work collaboratively but can enforce IT policy where necessary.
- Develop strong working relationships with customers and colleagues alike.
- Be a process champion, striving for and always promoting best practice across the group, leading by example, and demonstrating our core values in everything you do.
- Whilst it is beneficial for you to have good technical acumen, hand on technical skills are not a requirement.
What we can offer you..
- Genuine flexible/ remote working
- A highly collaborative and supportive environment where innovation, fresh ideas and creative solutions are encouraged and shared.
- 25 days holiday + bank holidays with the option to buy more
- Bonus scheme
- Udemy Licence- L&D budget
- Bupa Medical Health care
- Mental Health support
- Company Share scheme
Who you’ll be..
- ITIL V3 foundation qualified as a minimum.
- Excellent Microsoft office skills (word, excel, PowerPoint, office 365, outlook, Teams)
- Experience working within an ITIL environment in a similar role. Preferably within the IT or software industry
- Previous experience of chairing CAB, and leading meetings
- Excellent communication skills (written and verbal)
- Understanding of or experience in working within ISO/IEC20000 standards
Even if you do not tick all the boxes, we would still love to hear from you so please apply anyway!
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