Job Title: Service Desk Analyst - 1st Line Support - ServiceNow - ACTIVE SC CLEARANCE
Location: Remote (once a month in the office in Bristol, York, Newcastle, Glasgow or London)
Salary/Rate: Up to £500 per day INSIDE IR35
Start Date: 04/09/2023
Job Type: Contract


Company Introduction

We have an exciting opportunity now available with one of our sector-leading public sector clients! They are currently looking for a skilled Service Desk Analyst to join their team for a six-month contract.


Job Responsibilities/Objectives

1. You will join one of our delivery teams for the Interoperability OneData programme, which aims to create a more flexible, efficient and effective Civil Service in which we use technology and data to manage the workforce intelligently.
2. The programme has four key projects, each designed to make it easier to be a civil servant in a modern Civil Service. The Service Support Analyst will be responsible for delivering service support activities for our four services as they come on stream, they are:.
3. Government Skills Campus - enabling the Civil Service to identify skills and learning gaps in order to meet its business needs and helping employees to understand and enhance their skills in order to reach their full potential, by providing easy access to targeted learning and career development opportunities
4. Staff Transfers / Movers - improving how civil servants move between roles in the Civil Service by delivering a staff transfer service that is fast, simple, consistent and provides an outstanding user experience
5. Central Employee Identifier & Integration Hub - providing a single unique identifier for every civil servant, connecting data held in different systems and using integration technology to enable data to be shared in a seamless and error-free way
6. This role will be responsible for supporting the continued delivery of the Interoperability live services, owning and invoking the IT Incident Management process. Aiming to restore normal service operation as quickly as possible and minimise any adverse effects on business operations. This ensures that the best possible levels of service quality and availability are established and maintained.
7. The role will work closely with the Interoperability One Data project teams and other technical stakeholders to understand the position of live service incidents, agreeing timelines for recovery actions and holding 3rd party providers to account to meet these timelines.
8. The immediate ask is to be a part of the existing 1st line service support team, embedded within the Product team. You will provide full 1st line support to the Staff Transfers service.

Required Skills/Experience
The ideal candidate will have the following:

You will work within the SeviceNow platform on the following activities:

1. Configuration Management:
2. Configure ServiceNow applications and modules
3. Manage data and users
4. Configure notifications
5. Create reports/dashboards
6. Continual service improvement and change management:
7. Building and updating self-service requests
8. Package enhancements for testing and deployment
9. Manage and implement changes based on change requests
10. Incident management: track, own and manage 1st line incidents through to resolution, working with 2nd line support as required
11. Follow up incidents to obtain root cause and preventative measure actions in line with incident and problem manage

If you are interested in this opportunity, please apply now with your updated CV in Microsoft Word/PDF format.


Disclaimer
Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.

Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally. Please see our website for our full diversity statement.