Job Description
About the role
As a Service Design and Introduction, is a process where all changes or new additions to the client IT portfolio has an appropriate support model that integrates with existing support functions and tools.
The aim is to ensure that the client IT teams (internal or external) operate consistently and cause a minimum impact to the end users.
SD&I plays an important role in bridging the gap between digital delivery and live operations. Its core purpose is to embed service operability, resilience, and support considerations early in the lifecycle — ensuring that all services transitioning into production are dependable, secure, and ready for business-as-usual (BAU) from day one.
SD&I works collaboratively with delivery teams, architects, support teams, and governance forums to define, assess, and implement the right service model for each change.
Tell me more, tell me more…
Our client is currently looking for a new recruit in joining their team, please read on!
You can also ask our friendly recruitment team any questions you may have about the role, between 8:30am-5:30pm Monday to Friday.
Shifts: Monday – Friday (37.5 hours per week)
Experience and Skills Required:
* Proven Research and Discovery - Gather SD&I-related information & clarify requirements via cross-functional collaboration (including the EUX (End User Experience) team & the Implementation Workstream) - Document & review findings
* Create Service artefacts - Define SOPs (standard operating documents - where none exist) as part of the client SD&I process & convert into KBAs (Knowledge Base Articles), which are stored in the ServiceNow tool* for the use of client Support Teams & users
* Provide support for the Support Model Definition, including validation reviews & walkthroughs, the objective of which is to facilitate operational transition & efficiency & Business as Usual support readiness
* Ensure service acceptance criteria (SAC) are captured, tailored, and met & maintain associated documentation
* *ServiceNow is the client group tool for recording any incidents, requests, changes and problems.
* The underlying structure of ServiceNow has key data and attributes that are used by the support teams to consume the service.
What’s in it for you? –
Our client loves to reward their people for doing a great job.
* This is a 3 month contract.
* A daily rate, in-scope of IR35, either PAYE OR Hays Approved Umbrella Company.
* This role provides a hybrid working access from the comforts of your own home and only going to our state-of-the-art office in Waterside 1/2 days per week.
Next Steps
Once you’ve applied, one of our friendly recruitment consultants will give you a call and talk you through the screening process.
If your application is successful, you’ll be involved in a live virtual interview with one of our client’s hiring managers to get to know you better.
We look forward to speaking to you!