It service request fulfilment analyst

IT Service Request Fulfilment Analyst *** Experience of significant operational design of request fulfilment processes/maintaining a Request Item Catalogue is essential*** We are looking for a passionate Service Request Fulfilment Analyst to design and implement new catalog items as well as analysing our data to ensure that our processes are executed effectively and to drive service excellence for our business. About The Job What you’ll spend your time doing: While there is rarely a ‘typical’ day working within the Service Management team, here’s a snapshot of some of the key parts of the job: Work with Catalog Item owners and Service Transition to design and implement new catalog items Analyse performance data to measure the operational effectiveness of the processes and workflows Identify opportunities for process improvement and work with owners to implement improvements Maintenance of the IT Request Item Catalogue Establish and implement guidelines and design standards and drive compliance Provide regular MI (Management Information) and performance reporting to assist Service Management Ensure Customer Satisfaction is measured and implement improvements based on feedback Assist with and manage escalations through to resolution where required Provide evidence for JSOX and other controls within area of scope Work alongside our outsourced suppliers sharing information and promoting best practice Contribute to the maintenance of the policy and process documentation within area of scope Management of partner delivery against contractual obligation for area of scope You’re going to enjoy this job if you also… Have a passion for providing excellent quality and customer service along with a drive to continuously review and improve it Are happy working under pressure and can maintain focus in challenging circumstances Possess a keen eye for detail in order to capture, maintain and review key knowledge Love identifying trends and themes and shaping plans to address issues that are impacting the user community Have a passion for collaborating with numerous teams for the benefit of the end user and their IT experiences. What you’ll need: For this particular role there are some important qualifications and experience we need you to have. These include: Significant operational experience with the design of Request Fulfilment processes Experience of maintaining a Request Item Catalogue Experience of working with ITIL disciplines (ITIL v3 / v4) Good interpersonal skills, ability to communicate to technical and non-technical colleagues and the ability to communicate effectively at all levels A strong analytical capability and desire to problem solve and drive the right outcomes Proven experience of working with an IT outsourced 3rd party service provider including evidence of driving continuous improvement through that partner team. What you can expect from us: Competitive Base Salary Performance Related Discretionary Bonus Holiday: 28 days core annual leave, and you can buy or sell up to 5 days Pension: A minimum 2% employee contribution plus 7% MS Amlin contribution (9%) up to a maximum of 5% employee contribution plus 13% MS Amlin contribution (18%) Private Medical: cover for yourself. Family members/dependants can be added Flex Fund: £1,000 (pro-rated based on start date) to spend on flexible benefits Life Assurance: 10 x annualised base salary About Ms Amlin MS Amlin is part of a global top-10 insurance group, MS AD. We’re made up of four distinct businesses covering global reinsurance, Lloyds franchise, local specialty insurer, and business services. This role sits within our Business Services division (MS ABS) which supports our entire organisation through legal, HR, facilities management, marketing, IT, risk management, compliance and finance. #LI-Hybrid #MSABS