IT Service and Contract Management Analyst
At CPL NI Tech, we are very happy to be partnering with the NIHE in search of an IT Service and Contract Management Analyst.
The IT Department is responsible for the overall delivery of the ICT Programmes and associated services, in conjunction with our supply partners, to agreed standards and performance levels.
The NIHE IT Service Team is an integral part of the NIHE IT Dept. The Service Team has overall operational oversight and performance management responsibility for the NIHE corporate IT infrastructure and NIHE line of business IT systems.
In particular the Team focusses on Incident Management, Service Request Management, Contract Management, Asset Management, Communications and IP Telephony Infrastructure Support. In this regard, the NIHE IT Service Team works closely on a day to day basis with a number of major outsourced Service providers.
Job Purpose:
To assist the Lead IT Service & Contract Management Analyst in ensuring that IT Service and Contract Management processes are aligned with the IT service requirements of the organisation.
Assist the Lead IT Service & Contract Management Analyst to ensure that IT Service & Contract Management processes are well defined, implemented and operated across the organisation.
Main Duties & Responsibilities:
Working under the management of the Lead IT Service and Contract Management Analyst, to assist in the development, maintenance and operation of Service and Contract Management processes.
The main duties will involve a combination of the following activities:
· Incident & Service Request Management
o Incident and Service Request logging, prioritisation, categorisation and initial diagnosis to ensure that all Incidents and Service Requests are correctly recorded
o Assign Incidents and Service Requests to internal teams and external 3rd-party suppliers to ensure that issues are passed to the appropriate team, and resolved within agreed SLAs
o Liaise with the appropriate Technical Resolver Group if an update is not provided on the Incident or Service Request, within an appropriate timescale and escalate where appropriate
Ensure logged Service Requests & Incidents are reviewed and maintained, reassign or escalate to provide highest level of service, follow up on Incident & Service Requests and see through to resolution
o Rapidly establish a good and close working relationship with our internal and external customers, and the outsourced 1st Line IT Service Provider
· Problem Management
o Assist the Lead IT Service & Contract Management Analyst in all problems to minimize the adverse impact of incidents and problems on the business.
· Change Management
o Review weekly CAB notice from IT Assist and arrange for advice notes to be issued to users if there is an impact on service.
· Contract Management
o Processing invoices
· Continual service improvement
o Promote continuous service improvement by working with customers to improve service delivery
· Asset Management
· IP Telephony Infrastructure Support
General Duties
· Develop strong partnerships with both internal and external stakeholders
· Build and maintain positive customer relations and deal with customer complaints in a sensitive and efficient manner
· Deliver high standards of customer service and contribute as directed to the review and implementation of customer service delivery
· Assist in developing and maintaining the IT Service standards, policies and principles; and ensure compliance.
· The creation, editing and development of various information advisories and reports to be published on the NIHE IT Service Team Site, or throughout the organisation
· Assist in the development of IT Service processes
· Attend when required - meetings, workshops / workgroups.
· Perform other duties, commensurate with the nature and grading of the post when required.
*This is an ongoing temporary role which may have the opportunity to become permanent
This role offers an hourly rate of £13.91 per hour.
37 hours per week – Monday to Friday, 9 am to 5 pm