Location: Market Drayton, Shropshire / East Kilbride - Hybrid - 3 days on-site per week.
Contract: Full-Time, Permanent
Hours: Monday–Friday (40 hours)
Are you ready to unleash your potential and build an exciting career with Britian’s most chosen dairy brand? Müller UK & Ireland, part of the renowned Unternehmensgruppe Theo Müller, invites you to apply for our Service Analyst position.
Benefits for the role: Competitive salary, generous annual bonus, Life Assurance, Private Medical Insurance, 25 days holiday plus bank holidays (rising with service), Enhanced Maternity & Paternity Family Leave, Enhanced Bereavement Leave, Pension Employer Contribution Scheme (matched up to 8%), Exclusive access to Müller Rewards, offering a variety of online and in-store discounts and development opportunities.
As our Service Analyst, you will enable effective management and the delivery of information technology services and ensuring business relations within the organization are managed. You will liaise with all other IT service functions to make sure that services are maintained and ensure that service asset and configuration items are properly controlled.
Your challenge for the Service Analyst: -
•Manage the configuration management life cycle.
•Maintain the Cl database and link it to other tools within Group IT.
•Analyse, plan, measure and improve all aspects of the availability of IT services.
•Ensure that services and infrastructure are able to deliver the agreed capacity and performance targets in a cost effective and timely manner.
•Coordinate and advise change Manager in the assessment, prioritization and scheduling of changes.
Control the lifecycle of all changes., objective is to enable beneficial changes to be made, with minimum disruption to IT services.
•Gather, analyse, store and share knowledge and information. primary goal is to improve efficiency by reducing the need to rediscover knowledge.
•Manage the lifecycle of all issues; objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. Maintain information about Known Errors and Workarounds.
•Ensure the effective management of High and top priority tickets within the ITSM tool.
•Coordinate teams to ensure quick resolution to minimise impact to the business.
•Point of contact for all incident queries.
•Support major incidents and create whiteboards, whilst liaising with problem and change management.
•Support and sub-project management in the implementation of the ITSM framework.
•Ensure that project/ service management methods & tools as well as system resources are optimally used.
•Responsible for change management workflows in the ITSM tool and KPI reporting.
•Promote communication with various stakeholders and external service providers.
•Provision of expert support for users and all relevant stakeholder groups.
•Support for the optimization of existing internal team processes and documentation.
•Regular coordination with specialist departments on open topics.
Key skills & experience for Service Analyst: -
•Technical college degree
•Basic understanding of an IT Infrastructure and application management
•Service management experience in a SAP environment would be beneficial.
•Working knowledge of the configuration management landscape.
•Good understanding of the framework and the processes associated with it.
•Proficient in ITIL & Service Management Processes
•At least 2 years' experience working in a Change / Request ITIL environment.
•Proven track record in Incident and Service Level Management, dealing with suppliers at all levels.
•Systems management experience.
•Excellent analytical and troubleshooting skills.