Job Description
We are looking for an experienced ITSM Principal Analyst to join our team and contribute to the development of our IT Service Management strategy. This role involves supporting key ITSM processes, including Service Acceptance, Change, Incident, Problem, and Service Request, while ensuring efficient service delivery in line with ITIL best practices.
At Avon and Somerset Police, we're committed to delivering exceptional technology solutions that support and drive the organisation’s mission, vision and values. As part of our IT team, you’ll play a crucial role in enhancing service delivery, ensuring customer satisfaction, and supporting continuous improvement across IT services.
Flexible hybrid working is available, you can work from home for a proportion of your week and also spend time with colleagues working in the office (some travel across the force area as required).
Main Responsibilities
* Collaborate with other senior leaders, technical teams and stakeholders to resolve service issues promptly
* Acting as a subject matter expert (SME) within your specialist Service Management area to oversee and improve ITSM processes, ensuring adherence to ITIL frameworks
* Ensuring the organisation has a range of practical options to enable the analysis, design, development, installation, configuration, patching and ongoing support of all devices, infrastructure and applications.
* Responsible for leading and managing a technical team, organising and delegating workloads to effectively manage demand and resourcing.
* Work collaboratively with the Project Management Office (PMO), Design, Support Teams to ensure the service acceptance process is understood, aligned & embedded into their project lifecycle process and delivery.
* Lead on the analysis and investigations into critical and/or complex incidents, working with key stakeholders to identify the root cause, ensuring suitable fixes have been identified and implemented.
* Produce service reports and identify trends to drive continuous improvement
Skills & Experience
* Proven experience of working in an IT Service Management environment
* Familiarity with ITIL v3 or ITIL v4 in Service Management.
* Detailed experience of IT Service Management (ITSM) processes such as Incident Management, Problem Management and Change Management.
* Experience of working with strategic ITSM Tools such as IFS Assyst, HALO, BMC Remedy or ServiceNow etc.
* Experience of producing and delivering ITSM Reports and Presentations adapting style/format to suit a range of audiences
Desirable
* Hold a ITIL3 or ITIL4 Intermediate Qualification(s) in Service Management.
* Experience with service reporting tools and dashboards.
Important Information
* In addition to the application form, we also require a copy of your current CV. If you are unable to upload your CV to your application, please email a copy to: Talentpolicestaff@avonandsomerset.police.uk
* To be eligible to apply for this role you must have a 5 year ‘checkable history’ in the UK – ideally this means that you would have been resident in the UK for the last 5 years.