Please Tick All Those That Apply, and Put N/A If Not Applicable
Job Description
Department: / iSolutions
Post Title: / Service Analysis and Improvement Officer
Please enter Level under appropriate Career Pathway / ERE / TAE / MSA / CAO / R.Nurse / Clinical
3
ERE Category / Academic Posts / Non-Academic Posts
Academic
(mixed) / Research
only / Teaching
only / Enterprise / Education Development
Posts Responsible to (and Level): / Service Analysis and Improvement Team Leader (MSA 4)
Posts Responsible for (and Level): / No staff management responsibility
Job Purpose:
To support existing Incident and Problem Management functions within iSolutions through the analysis of Service Desk tickets and by providing information and knowledge base updates of workarounds as a result of analysis of service volumes.
To work with representatives from the service delivery teams to define a comprehensive set of service metrics (SLA, OLA & KPI’s).
To work with representatives from service delivery teams to monitor and analyse all aspect of incident and problem management, including root cause analysis and recommendations to updates in working practices.
To work with representatives from the service delivery teams to monitor and analyse all aspects of service capacity and availability, including the identification of recommendations to updates in working practices.
To design and produce individual service reports to support BRM and Service Management dialogues with end-user stakeholders.
To assist the IT Information and Communications Manager deliver a step change in the usefulness of the data produced within the department; support the delivery of communications and awareness raising of value adding activities of the department.
Key Accountabilities/Primary Responsibilities
To support the continuous improvement programme in delivering changes in working practices and procedures at the individual and team levels, as defined by the Head of Service Management.
To analyse and report service performance against an agreed set of service metrics, identifying areas of best practice and improvement opportunities.
To produce individual service reports, suitable for viewing by customers, providing a full and transparent analysis of performance success and failure.
To provide management information to assist in the measurement, monitoring and continuous improvement to service delivery.
To support the transition of new and ‘Really Useful Services’ into a state of fully supported. Working closely with BRM’s and the IT and Communications Manager to ensure the effective uptake by customers.
To support the communications responsibilities of the Service Management Team ensuring timely and accurate information is produced for the appropriate audience, including maintenance of web pages and assistance with preparation of presentation materials, as directed by the Head of Service Management.
Support iSolutions teams by assisting with implementation of ITIL best practice methodology.
To undertake any other duties as required by the Director of iSolutions.
Internal & External Relationships:
The post holder will be expected to undertake the duties as part of an integrated service management team and will be expected to adopt priorities and engage in activities which promote the effective working of the whole team.
The post holder will be expected to liaise with relevant members of iSolutions.
November 2013
Person SpecificationCriteria / Essential / Desirable / How to be assessed
Qualifications, Knowledge and Experience: / Educated to a good standard – HNC, A-Level, NVQ 3 or equivalent.
Relevant vocational experience of working in a mixed technical and end-user environment.
Demonstrable PC and Web literacy including MS Office applications, specifically in the use of MS Excel and working with datasets.
Experience working in an environment that uses best practice service methodologies such as ITIL. / ITIL or similar quality assurance standard.
Experience of presentation of reports and documentation on the web.
Practical experience in maintaining web pages, preferably using a web content management system.
Experience in using service analysis techniques such as Root Cause Analysis. / CV and interview.
Planning and Organising: / Ability to prioritise tasks in accordance with team activities, workloads and Manager’s instruction.
Thoroughness, accuracy and attention to detail, especially in respect of data entry and reporting.
Ability to take initiative but know when to refer queries upwards. / CV and interview
Problem Solving and Initiative: / Confidence to challenge existing work practices and offer ideas for change.
Strong ‘requirements gathering’ and analytical skills.
Ability to proactively follow problems through to resolution and identify problem areas in workflow processes.
Able to investigate and provide creative approaches to problem solving.
Methodical, calm and clear-thinking under pressure. / Ability to understand and handle large datasets.
Ability to work to documented standards and procedures. / CV and interview.
Management and Teamwork: / Ability to contribute to collaborative team/project working.
Ability to ask for clarification when required.
Ability to effectively plan workloads and agree timeframes with line manager. / Ability to escalate effectively. / CV and interview.
Communicating and Influencing: / A professional, customer orientated approach to service and a diplomatic approach to all levels of IT users.
Ability to provide clear and concise reporting.
Confidence to communicate with all levels of the organisation and to communicate business processes clearly and concisely. / Familiar with presentation and training skills for delivery to peers and management.
Excellent verbal and written skills and the ability to:
· describe solutions to end-users
· communicate knowledge to technical colleagues
· document procedures
To be able to attend and confidently contribute to section and departmental meetings, to plan and present information. / CV and interview.
Special Requirements: / Demonstrable keenness to keep up to date with service management developments. / CV and interview.
November 2013
Job Hazard Analysis Form - Appendix to Job and Person Specification
Please tick all those that apply, and put N/A if not applicable
Environmental Exposures / O* / F / COutside work
Extremes of temperature (eg fridge/ furnace)
Potential for exposure to body fluids ##
Noise (greater than 80 dba - 8 hrs twa) ##
Exposure to hazardous substances (eg solvents, liquids, dust, fumes, biohazards). Specify …………………………………………………………. ##
Frequent hand washing
Ionising radiation.
Equipment/Tools/Machines used
Food Handling ##
Driving university vehicles(e.g. car/van/LGV/PCV) ## / X
Use of latex gloves (note: prohibited unless specific clinical necessity) ##
Vibrating tools ( e.g. strimmers, hammer drill, lawnmowers) ##
Physical Abilities
Load manual handling.
Repetitive Crouching/Kneeling/Stooping
Repetitive Pulling/Pushing
Repetitive Lifting
Standing for prolonged periods
Repetitive Climbing i.e. steps, stools, ladders
Fine motor grips (e.g. pipetting)
Gross motor grips
Repetitive reaching below shoulder height
Repetitive reaching at shoulder height
Repetitive reaching above shoulder height
Psychosocial Issues
Face to face contact with public
Lone working
Shift work/night work/on call duties ##
O – Occasionally (up to 1/3 of time); F – Frequently (up to 2/3 of time); C – Constantly (more than 2/3 of time) ## denotes to HR the need for a full PEHQ to be sent to all applicants for this position.
FOR SCHOOL/SERVICE USE ONLY / ResourceLink Post NumberWhich post does this job report to / JF07002092
Service Manager – Andy Cotton (1098829)
Is this post a Line Manager? / No / X
If yes, which posts directly report into it? / ResourceLink Post Number
Post 1
Post 2
Post 3
Post 4
Post 5
Post 6
Post 7
Post 8
Please add additional rows as required
iSolutions
Service Analyst
Further Particulars
iSolutions supports and manages a wide range of Information and Communications Technology (ICT) facilities, to enhance all of the University’s Teaching and Learning, Research and Administrative activities. Organisationally, iSolutions is a separately accountable support department of the University, which acts in close liaison with its users, academic Schools and administrative departments.
iSolutions employs approximately 260 people and is organised into a number of service groups which jointly provide the wide ranging IT and communications services to the University community.
The University is sited on six main and a number of sub-campuses, all of which are served by iSolutions. This new post has been created to fulfil expanding and increasingly complex requirements to support the business.
The post requires expertise and skills in supporting an ITIL based service management environment. Working with the Head of Service Management the Service Analysis and Improvement Team will be reviewing the existing working practices and procedures ensuring the customers’ needs and perceptions of value are at the centre of services delivery.
The Service Analysis and Improvement Team will develop and regularly produce a suite of ITIL based reports designed to track performance against a range of service metrics. The team will also use these reports and a range of other activities to identify areas of best practice and service improvement opportunities.
You will be educated to a good standard (at least HNC, A-level or equivalent) and have a strong desire to deliver high quality customer service. You will need good organisational skills and some experience of collecting and analysing data using MS Excel, reporting and publishing information on the web. The University is a complex and constantly changing organisation, hence our requirement for someone who is able to identify areas for improvement and suggest new processes to support the changing organisation. This is a busy and key role that will support the overall performance of the department.
Working within an ITIL-based quality assurance framework, your own experience of working in a similar customer service/delivery environment will be invaluable. iSolutions provides a professional and wide ranging portfolio of services; to make the grade you’ll need to interact affectively with a wide range of stakeholders.
We have and extensive customer base and manage some 1,800 public PCs across multiple sites in Hampshire and the Isle of Wight, these being primarily used for teaching and research purposes. As the University of Southampton has expanded in recent years, iSolutions has developed to provide a professional and supportive service to this diverse user community. We support the full range of ICT services including email, web services, e-learning systems, data networking and Telephony and the support provided by iSolutions reflects the diverse nature of the needs of the University academic community.
In addition, iSolutions provides skills training through e-Learning solutions such as BlackBoard, Knowledgebank and Netskills. For more information see our website at www.soton.ac.uk/isolutions
University of Southampton
Further information about the University and its departments can be found on its web site, http://www.southampton.ac.uk.