Be involved in the day-to-day operation and support of one or more BJSS clients using ITIL processes e.g. Incident, Request fulfilment, Problem, Access Management, Event, Change Management, Release Management, both from our BJSS offices and at Client sites, as required.
Resolve service reported issues in line with our documented Service Levels.
Be responsible for managing service reported issues, ensuring that they are logged, updated and resolved in the service management toolset. Ensuring accurate, quality records are maintained.
Attain the required knowledge of the client, platform, and application to provide the support required.
Know when to escalate issues that require additional attention.
Build strong client relationships
Support the creation of ITIL aligned processes and procedures and assist with the transition of these into Live Operation.
Work closely with the technical support teams such as platform engineers and developers, providing 2nd and 3rd line support to clients, for their platforms and applications.
Continually assess the suitability of processes and procedures and recommend/implement change as appropriate, to ensure efficiency and appropriateness.
Operate in Agile working environments with varying Agile practices
Support cloud environments in AWS and Azure
Provide support in accordance with the managed service operational hours, which may require working outside normal working hours on a rota basis.
Requirements :
Strong ITIL knowledge and experience, as well as knowledge of Incident Management tool sets
Demonstrable experience assisting in developing and providing management reports on a daily, weekly, or monthly basis, and produce ad hoc analysis upon request
Experience providing a central point of contact for Service Operation processes ensuring that all Client requestsIncidentsChanges are dealt with in a timely and effective manner, in line with agreed levels of service
Experience ensuring that requests are logged, monitored and re-assigned where appropriate internally and externally in line with client SLA targets
Experience monitoring delivery against agreed service levels for internal and external suppliers and escalate appropriately
Experience managing and maintaining effective client relationships, where ‘desk to desk’ processes are in place
Experience assisting in the setup, process mapping and documentation of new Client processes
Experience creating and updating knowledge base articles when required
Exposure to assisting with ISO processes and associated tasks
Prior experience being responsible for problem investigation, trend analysis and reporting, and, where appropriate, distribution and presentation findings to the Client
Experience assisting in developing and maintaining procedures and processes in line with Industry standard best practice and continual service improvement
Exposure to working primarily within a support team but also be comfortable presenting ideas to Senior Management and Clients
A passion for Service Management, focus on continual improvement and enthusiasm to learn