Service Assurance Analyst
Posted on Jan 9, 2020 by South West Water
Our Information Technology function provides innovative IT solutions across the Pennon Group which incorporates South West Water, Bournemouth Water and Viridor - delivering a first-class service for our internal & external customers and keeping our services running 24/7.
As one of the largest and most innovative IT teams in the South West, you will work alongside Developers, Security Analysts, Solution Architects and many more experts in their field. We have teams in IT Operations, Programme Delivery, Information Security, and Service Delivery ensuring we can meet the wide-ranging needs of the business, both now and in the future.
We are in an exciting time of expanding our team and working with the very latest technology, so it is a great time to join us! We are looking for a Service Assurance Analyst to join our team.
[b]What will you be doing?[/b]
The role of Service Assurance Analyst will apply a methodical structured approach to providing regular Service performance reporting and data analysis for all Group IT Services.
Reporting to the Customer Experience & Assurance Manager, you will create performance reports and analyse data to identify trends or hot spots' where service improvement focus is needed. Working in the Service Delivery function, the successful Service Assurance Analyst will demonstrate empathy and a genuine passion for delivering great service to all IT Customers' and your colleagues.
The crucial objective for this role is to be responsive to Group IT customers' access needs by analysing data to identify opportunities to improve processes. You will be an enabler for proactive interventions to minimise impact to customer service, measured by Customer satisfaction feedback.
[b]What do you need?[/b]
*Broad-based IT and business experience, delivering diverse corporate and operational IT services in a medium to large organisation*Proven experience working in a Service' lead function, preferably in an IT environment*Experience with ITSM products*Experience in data mining, analysing data, and providing insight to perform root cause analysis and identify solutions*Knowledge of SQL and experience in extracting information from databases and other data sources*Experience in Service Level Management and process mapping*Demonstrate a strong Customer Service orientation, taking ownership to ensure the effective resolution of questions, requests and issues*Adept at presenting complex information in straight forward terms to a range of audiences
[b]What can Pennon do for you?[/b]
In return for your hard work as our Service Assurance Analyst, we can offer a competitive salary of [b]up to[/b][b]a maximum of 29,000 per annum dependent on skills and experience[/b]; plus, a range of benefits, working within in a team-orientated and collaborative environment.
[b]If you have the skills and experience to join our team as our Service Assurance Analyst, click [/b][b]apply today.[/b]
No terminology in this advert is intended to be deemed discriminatory. We are happy to accept applications from all suitably qualified persons regardless of their age, gender, race, religion, disability, sexual orientation or marital status.