Service Tool Analyst

The Service Tooling team at Defra within Digital, Data Technology and Security (DDTS) function is looking for a Service Tool Analyst to join our team.

Our Service Tooling team look after the ServiceNow platform which is a cloud based system designed to streamline and automate various business processes for our 33,000 end users. This user base includes Defra colleagues including several Arm’s Length Bodies (ALBs). We currently depend on the platform’s out of the box functionality and the skills of our technical developers to make design decisions.

In this role you will be responsible for providing support to all Defra end users, resolver groups and process owners with their effective use of the Defra group’s ServiceNow platform which provides users primary access to IT support and services.

You’ll co-ordinates with the Senior Service Tool Analyst, the Service Tool Managers and the User Support Services Lead with the drive to “shift left” to reduce the overall costs of delivering IT processes and services. Promoting the use of the ServiceNow platform known as MyPortal to self-serve whenever possible.

Please note this post requires Security Check (SC) clearance. To gain (SC) clearance all applicants are required to have been a UK resident for a minimum of 5 years. If this requirement is not met, the individual will not be able to progress their application further.

Responsibilities

• Maintain the ServiceNow platform to support all ITIL processes in line with the approved Service Management Operational Model (SMOM).
• Adhere to the standard ServiceNow methodology for deployment of configuration through the environments.
• Ensure that the security of the ServiceNow platform is maintained, as directed by the platform owner.
• Perform troubleshooting of issues, escalating to colleagues where required to ensure the optimum solution is provided.
• Setup foundation data within the ServiceNow platform and ensure it is populated across the environments as appropriate.
• Undertake user acceptance and operational acceptance testing of new or changed functionality within the ServiceNow platform.

Skills and Experience

• A solid understanding of ITIL v4 Foundation and experienced in using ServiceNow tool.
• Knowledge of ITIL principles and practices, particularly in incident, problem, change management and the SDLC (Software Development Lifecycle).
• Support infrastructure solutions and services, and other computer, storage, networking, physical infrastructure, software, commercial-off-the-shelf (COTS) software and open source packages and solutions.
• Support virtual and cloud computing, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS).
• Show an awareness of the relevant subject matter and a high level understanding of what it involves. As well as an awareness of different technology capabilities.
• Demonstrate basic troubleshooting capability.
• Explain information security and the security controls available to protect solutions and services. Explain the process and principles of integrating systems.
• Describe challenges of designing, building and testing interfaces between systems.