Service Support Analyst

Job title:

Service Support Analyst

Company:

Livestock Information

Job description

Job Description:The salary for this role is £40,000 – £45,000.Do you have experience in supporting Services in a SIAM service model?Have you got experience in maturing ITIL Processes in particular Problem Management?Do you have experience working with Service management toolsets in particular Service Now?If so, we’d love to hear from you!At Livestock Information Ltd, our mission is to be an outstanding service provider of livestock data, empowering government, industry, and farmers to effectively manage disease and infection control, whilst enhancing productivity and innovation in agriculture. To achieve this, we need great people, who share in our values.As a Service Support Analyst at LI, you will sit at the heart of a multi-vendor support model, each day will revolve around more than just successful delivery of support outcomes – it’s a continuous drive to elevate support across the business from the Service Desk right through to our Dev Teams and Product Owners, ensuring superior service for our customers hitting and exceeding out support targets.Your daily navigation involves steering our services in harmony with the highest industry standards such as ITIL V4, ISO 27001 and ISO 20000. Get ready for a day brimming with vitality, where, as the Service Support Manager, you inject every moment with dynamism, seamlessly meeting support needs, and relentlessly pushing for improvement!ResponsibilitiesYour responsibilities will include

• Working with the Service Design and Transition towers supporting the seamless transition of new and modified services into the live production environment, ensuring minimal disruption to existing operations.
• Assisting in the development and maintenance of comprehensive documentation for live services, including operational procedures, support documentation, and knowledge articles.
• Implementing effective systems and processes to monitor service performance, identify issues proactively and minimize downtime.
• Working with the Service Delivery Manager to monitor and report on key performance indicators (KPIs) to measure the effectiveness and efficiency of live services
• Ensuring high availability and reliability of IT services by maturing the problem management processes
• Supporting the development of Service Now Service Management tooling
• Working with the CSI Lead to proactively identify opportunities for service improvement, driving initiatives to enhance the efficiency and effectiveness of live services.
• Helping to foster a culture of continuous improvement, encouraging feedback from stakeholders and implementing lessons learned.
• Supporting the management of relationships with external vendors and partners involved in delivering and supporting live services.
• Collaborating with internal and external stakeholders to understand their needs, addressing concerns, and ensuring service remains aligned with business objectives.
• Collaborating with the security and compliance teams to ensure live services adhere to industry regulations and organisational security standards including ISO 27001.
• Helping in the process to implement and monitor security controls to safeguard live services and data on the Azure platform.

Requirements:We are looking for someone with the following

• Proven experience in a similar role ideally within an ISO 20000 accredited organisation.
• Knowledge of cloud computing, on the Azure platform.
• ITIL V3 and/or ITIL V4 qualifications
• Demonstrated experience in IT Service Support and Service Desk environments with incident and problem management experience.
• Strong analytical and problem-solving skills, with a detail-oriented approach to managing Problems and root cause analysis.
• Experience using Service Now Service Management tooling
• Excellent communication and interpersonal skills.

Benefits:As an LI employee, you will be entitled to our company benefits which include

• A fully remote and flexible working set up
• 33 days annual leave, inclusive of Bank Holidays
• 4 x annual salary Life Assurance
• Market leading pension scheme through Legal & General
• Enhanced Family Friendly Policies
• Excellent learning, training, and career development opportunities
• 24/7 access to our Employee Assistance Programme
• A diverse and inclusive culture where everyone is respected and valued

Application and Interview ProcessTo apply for this role, you will need to submit a CV and answer some pre-screening questions.The interview and assessment process for this role will involve a telephone interview with our Talent Team, followed by a first stage and a final stage interview. Interviews will be conducted either remotely via MS Teams or face to face.If we need to make a reasonable adjustment so that you can complete your application, please contact us as soon as possible by emailing before the closing date to discuss your needs.The closing date for this role is 4.00pm on 24th June. Applications received after the closing date will not be considered.ValuesWe approach our work with TACT; we are Transparent, Accountable, Committed and we work as a Team.We are transparent together, embracing honesty and building trust. We are accountable to the industry and strive for the best possible solutions for the communities we serve. We drive change with passion, commitment and enthusiasm to deliver a great service to the livestock industry. We work kindly and cohesively which allows us to support each other in our personal and strategic goals.Diversity statementAt Livestock Information, we value diversity and believe that every individual brings different strengths. We understand that not everyone may possess every single skill outlined in this job description, but if you believe you have a solid skill set that enables you to excel in this position then we really encourage you to apply.Further informationIf you feel your application has not been treated in a fair and open manner or if you are dis-satisfied with any of your interactions during the recruitment process and you wish to make a complaint, you should contact our Talent team via email: talent@livestockinformation.org.ukDisclaimerLivestock Information Ltd. cannot sponsor work visas at this time.Livestock Information Ltd. Does not discriminate based on race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.Livestock Information Ltd. Does not accept unsolicited CVs from any source other than directly from a candidate. Any unsolicited CV’s not originating directly from a candidate and sent to Livestock Information Ltd or any Livestock Information Ltd employees, including unsolicited CVs sent to a Livestock Information Ltd mailing address or email address, are rejected. Livestock Information Ltd will NOT pay a fee for any placement resulting from the receipt of an unsolicited CV. Livestock Information Ltd considers any candidate for whom the recruiter has submitted an unsolicited CV referred by the company free of any fees.

Expected salary

£40000 – 45000 per year

Location

United Kingdom

Job date

Wed, 18 Jun 2025 07:46:38 GMT

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