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Service Design Analyst
Simmons and Simmons are looking to recruit two Service Design
Analysts into our growing IT department in Bristol.
As part of a growing Service Architect team you will responsible for
improving the quality, consistency and overall value of delivery of IT
services to improve the delivery of legal services to our clients by
shaping the design of new and changed IT services and identifying and
implementing improvements to existing services, processes & other
aspects of the firms implementation of IT Service Management.
Main duties and responsibilities
Act as Service Design lead on Projects to capture and document
service and support requirements, validate that core operational
processes are aligned and produce agreed artifacts
Ownership of the IT Service Catalogue, ensuring it is produced
and maintained at correct version level, and it contains accurate
service and technical information about all operational services
along with those being prepared to be run operationally.
Ensure that service level requirements are effectively met by
negotiation of service level agreements and underpinning contracts
Ensure that effective capacity levels are included in all
technical designs to provide the most cost effective service and
that service capacity is in place to deliver services (including
resources, ongoing budget changes etc).
Build in to all designs the IT service continuity provision from
both internal and external service providers to ensure that service
levels can be maintained in the event of significant issue being
experienced by the business.
Responsible for ensuring the confidentiality, integrity and
availability of the firm and client information, data and IT
services is included in every design.
Design the measurement systems, methods and metrics to manage the
delivery of IT services against agreed service levels; providing
data on adoption
Delivery of service design package to the service transition
function for implementation.
Help develop and maintain all standard Service Design Procedures,
Artifacts & Templates and embed these into all aspects of IT delivery.
Act as SME for IT in all areas of Service Design
Excellent understanding of ITIL with v3 foundation level as a
Experience developing process maps, flow diagrams and related
Experience working with 3rd party suppliers
Strong IT skills with the ability to understand the benefits of
and adapt to new tech solutions quickly
Strong analytical and problem solving skills, attention to detail
and a focus on delivering results
A good understanding of project lifecycle methodologies such as
Prince 2 and Agile IT best practice frameworks.
A good understanding of configuration management including
Previous use of service management tools (preferably ServiceNow)
and Sharepoint would be an advantage
Effective at building and sustaining relationships across all
levels of the organisation, both within IT and beyond.
Experience in acting as a point of reference to a delivery team,
confident in working and negotiating with technical experts to
ensure service design is effectively delivered.
Strong time management, organisation and prioritisation skills,
with the motivation to exceed expectations
Excellent written, verbal and presenting skills
Our core employee benefits
25 days holiday (full time employees), this allowance increases
with length of service