Service Analyst - CLS
£35,000 – £38,000 plus excellent benefits (Work Level 6A)
Manchester city centre
We're now working in a hybrid way, with colleagues dividing their time between home/remote working and the office. You can find out more about our hybrid working policy at
We're looking for a service analyst to join our Technology team and provide technical expertise to our Co-op Legal Services colleagues.
In this role you'll work with the team and colleagues from across the Co-op to deliver a high level of service management and adapt existing ITIL processes to meet the needs of our tools, products, and services associated with our Legal Services business and enterprise class systems You'll support incident, change, and problem management, and escalate issues with the relevant product and technical resolver teams. You'll also help supporting the continuous improvement of our processes and the way we deliver service to the business.
What you'll do
* engage with the Co-op Legal Services colleagues to understand and optimise operational requirements through quality service management
* attend stand-ups to make sure incidents and problems are being progressed
* attend change governance forums to help enable change but also protect service for Legal Services colleagues
* take accountability for an issue that has been found until it has been mitigated or resolved
* seek out opportunities for performance efficiency and cost optimisation
* contribute to continuous service improvement activities
* contribute towards a collaborative team environment that fosters creativity, innovation, and great performance
* provide 24/7 on call technical support (as part of a sensible rota with other service analysts as required)
This role would suit people who have
* some experience in an IT, cloud technology, or digital team
* strong customer focus and communication skills, with a background in customer service
* good service management knowledge with the desire to create or amend existing service processes, suggest tool changes, and improve our ways of working from abstract thoughts and ideas
* excellent problem solving and analytical abilities
* a positive attitude with a desire to succeed and work in a fast-paced complex environment
* the ability to work independently and as part of a team to manage multiple tasks and competing priorities, ideally having worked in an agile environment
* ITIL or VeriSM certifications would be ideal, however these aren't essential
Why Co-op?
Here you'll do work that matters. We're a commercial organisation with a purpose beyond profit, you'll have an opportunity to help us build a stronger Co-op and stronger communities. You'll also get a package that includes:
* competitive salary
* private healthcare
* coaching, training and support to help you develop
* pension with up to 10% employer contributions
* annual incentive scheme
* 28 days holiday (rising to 32 in line with service)
* discounts on Co-op products and services
Building an inclusive work environment
We're actively building diverse teams and we welcome applications from everyone. We want to build inclusive work environments, where our colleagues have equal opportunities to reach their full potential. We celebrate our differences, and recognise the importance of our teams reflecting the communities they serve.
If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.
We'll ask whether you'd like to be considered under the Disability Confident scheme when you apply.
If we invite you to take part in the recruitment process for any of our jobs, we'll ask you if you need any reasonable adjustments to enable you to participate.
You can find out more about our recruitment process at
Please be aware that we may close applications for this role early