Service Analyst

The NHS is building a culture that is positive, compassionate and inclusive - and we all have our part to play.
As employers we are committed to protecting and promoting the physical and mental health and wellbeing of all our colleagues. This underpins our values as set out in the NHS Constitution and supports us to be an Employer of Choice, while helping our colleagues to deliver high quality services for our patients and communities.
As a flexible employer, we want to support you to work in a way that is best for the NHS, our patients and you. Talk to us about how we might be able to accommodate a flexible working arrangement whether that's a job share, part time, hybrid working or another flexible pattern. In addition, although the role advertised may have a 'home' office base indicated, we remain committed to supporting flexibility around workplace locations. If it works for the service, we will do our best to make it work for you., The Live Services Directorate is responsible for ensuring the high availability and responsiveness of National IT services.
The purpose of Live Services is to prevent system disruption, but if and when it does - the intent is to restore services with minimal disruption. The purpose is achieved through a combination of proactive and reactive measures.
The teams are divided into six core areas providing technical and service management expertise.
+ 24/7 operations centre / service bridge
+ national IT service desks
+ service management and operations
+ service now delivery and innovation
+ specialist technical engineering resolution
+ service transition and technical assurance
Services are delivered to internal customers (product delivery teams), suppliers and NHS organisations.
The structure of Live Services brings centrally provisioned IT Service Desks into one team and also builds on the strategy to deliver IT enterprise tooling that will enable IT operations efficiencies in the merged organisations., As a Service Analyst in one of our teams, you could be involved in a wide array of tasks to support in this activity. Examples include:-
+ Attending and contributing to team meetings to discuss tasks, progress, issues et al.
+ Attending and contributing to Stakeholder meetings to discuss progress on incident/problem fixes and provide end user representation for prioritisation conversations.
+ Be responsible for the day-to-day tasks and activities required to support the ongoing running of the services. Be responsible for contributing to the creation, and subsequent measurement, of performance metrics to address any improvements required for the service and the Team.
+ Updating risk and issues registers, offering mitigations where possible.
+ Undertaking Stakeholder engagement and management, improving working relationships with the Stakeholders including the user estate.
+ Be responsible for supporting the team in the introduction of services into the Team via Service Design and Transition activity.
+ Formulating and distributing communications in relation to incidents, service requests, problem records, change records or releases across multiple channels, including user communications and senior leadership briefs/reports.
+ Attend and contribute to supplier service reviews, taking actions as necessary, providing updates and inputting to discussions., We value the different experiences our people bring to their work. We're working to create an environment where everyone can make a full contribution no matter their background, identity, or circumstances.
Which means, we encourage applications from people of all backgrounds and abilities.
You can find further details about the role, organisational structure, recruitment profile, expected outcomes and benefits information in the attached Job Description, Assignment Brief and other supporting documents.
Our commitments to you
We are passionate about creating an inclusive workplace that promotes and values diversity. We know that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better patient outcomes. We strive to ensure our people feel trusted, valued and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow and excel, and we offer many opportunities for you to do that. We welcome your talent and enthusiasm irrespective of age, disability, neuro-divergence, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability and/or who are neuro-divergent.
We welcome applications from disabled candidates. If you meet all the essential criteria, you will be guaranteed an interview.
Applications from job seekers who require sponsorship to work in the UK under the Skilled Worker route are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
If applying for this role on a secondment basis, please make sure you have obtained prior agreement from your current line manager to apply for this position.
Please note that we currently do not accept applications via recruitment agencies.
The NHS Business Services Authority is responsible for the processing of your application; a privacy notice is attached to advise you on how we will process your personal data.
If you have applied via NHS Jobs, your submitted application will be imported into our preferred third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system.

The NHS England board have set out the top-level purpose for the new organisation to lead the NHS in England to deliver high-quality services for all, which will inform the detailed design work and we will achieve this purpose by:
+ Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities.
+ Making the NHS a great place to work, where our people can make a difference and achieve their potential.
+ Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
+ Optimising the use of digital technology, research, and innovation
+ Delivering value for money.
If you would like to know more or require further information, please visit https://www.england.nhs.uk/.
Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.
Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band., NHS England