Technical Support Service Analyst

Vacancy for Technical Support Service Analyst

Be part of the Product Support functional team within the BS&I Product Teams to deliver Application support for BS&I owned Services and Products

*Please note this advert will close on 23.59 on the 19th January 2025

Watch our video “Why Join Innovate UK?” here.

Title: Technical Support Service Analyst

Band: UKRI Band E (UKRI Ts & Cs)

Salary: £45,272 gross per annum

Reports to: Technical Support Service Lead

Location: Swindon

Contract: Permanent

Innovate UK recognises the importance of work-life balance and we will be happy to discuss any requests for flexible working arrangements.

Job Purpose:

We are seeking a hands-on Functional Support Analyst to provide expert support across our Funding Platform, which includes systems like Salesforce, Workday (HR & Finance), and related Data Integration solutions. In this role, you will play a key part in managing system incidents, implementing fixes, supporting requests, and driving minor enhancements.

Key Responsibilities and Accountabilities:

Technical Support and Incident Management:

• Oversee technical changes, minor enhancements, and system incidents.
• Track the progress of incidents and/or changes, keeping key stakeholders informed.

Post-Incident and Problem Management:

• Support Post-Incident Review (PIR) meetings and follow up on pending actions.
• Assist in managing problem records to ensure issues are tracked and addressed.

Documentation and Collaboration:

• Document system functionality for reference and future improvements.
• Collaborate with development and support teams to resolve service issues and implement solutions.
• Serve as a key stakeholder in Service Catalogue Management, ensuring the catalogue is up-to-date based on changes and resolutions.

Service Management Responsibilities:

You will actively participate in all primary Service Management processes, including:

• Incident Management: Manage incidents, monitor their progress, and keep relevant parties updated.
• Major Incident Management: Support TSS during major incidents by providing essential information and participating in post-incident reviews.
• Problem Management: Analyse issues, identify root causes, and recommend solutions.
• Technical Change Management: Handle technical change processes, from raising change records to overseeing post-implementation reviews.
• Release Management: Oversee and support the release of system fixes and updates.

This is not an exhaustive list and you might be encouraged to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the key experience and/or training.

Person Specification:

(S) – Assessed at shortlisting

• Familiarity with ITIL 4 framework
• Commitment to meeting Service Level Targets (SLTs) and Key Performance Indicators (KPIs).
• Experience in a large enterprise on service environment.
• Proven track record of ensuring best practices and meeting service standards.

(I) – Assessed at interview

• Thinking and problem solving: Explored through scenario-based questions
• Stakeholder Management: Assessed by reviewing examples of past stakeholder engagement.
• Communication skills: evidence of clear, professional communication required in the CV and demonstrate in interview
• Influencing: evaluated through discussion on past experiences and behavioral scenarios
• Self-Management: Assessed through question on handling challenges
• Working with others: Ability to give an example of a teamwork-based scenarios at the interview
• Project Management: evaluated through queries on past project involvement and delivery

(S&I) – Assessed at both shortlisting and interview

• Familiarity with ITIL 4 framework, providing examples, evidence in applying on their previous roles
• Strong customer service orientation and excellent communication skills at all levels.
• Ability to demonstrate experience managing time effectively, prioritise tasks, and work both independently and collaboratively.
• Analytical skills to assess both technical and non-technical aspects of service-impacting incidents.
• Problem-solving mindset with logical, adaptable thinking explored through problem-solving exercises and situational queries at interview.
• Commitment to meeting Service Level Targets (SLTs) and Key Performance Indicators (KPIs).
• Responsive and constructive in facing challenges, focused on transparency and prompt resolution.
• Understanding of Innovate UK’s business operations, serving as a key stakeholder for Service Catalogue Management.

Competencies:

All team members demonstrate compatibility with and capability against our Core Competencies such as:

Thinking and Problem Solving – Stakeholder management – Communication skills – Influencing – Self-awareness/self-management – Strategic awareness – Working with others– Project management

Some of the above competencies will be assessed at interview stage, in addition to the criteria’s listed in the person specification.

Travel Requirements:

There may be the occasional requirement for national travel.

Employee Benefits:

We offer a benefits package crafted to provide an excellent work/life balance. This includes 30 days’ annual leave, 10.5 public and privilege days, flexible working hours, an exceptional defined benefit pension scheme, and access to a variety of support networks and discount schemes.

Benefits of working at UK Research and Innovation (UKRI)