Service Analyst

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Job description

A Service Analyst is required by our customer base in London, details of the position can be found below:

Inside IR35

Location: London with regular travel to other sites

Your key responsibilities:

As a member of the B2B Team within Group Service Management, the Service Analyst is responsible for qualitative and quantitative analysis to support the development of new Wholesale Ethernet product enhancements and capabilities, solve business problems and provide insights.

• You will work closely with business and technology stakeholders to understand and analyse new asks, aid cross functional communication and ensure solutions meet business & operational needs.

• You will provide end-to-end ownership of analysis tasks & documentation from impact assessment, requirements engineering, analysis & design through to test and release.

• You will analyse problem areas and process gaps identified from Service Reviews to determine root cause, drive improvement plans and make recommendations for their resolution.

• You will define test scenarios, test cases and in conjunction with Operations, support testing to ensure requirements have been fully met.

• You will support process mapping and improvement initiatives with Business and Technology stakeholders; analysing business activities and designing coherent processes across the full service lifecycle.

• In collaboration with the Service Performance Manager, support updates to key materials such as business processes, service policies and guidelines, ensuring new features or changes are reflected in operational guidelines/knowledge bases.

Your skills

• Telecoms industry experience with knowledge of VOIP services and network fault and performance management systems.

• Prior experience in analysis and implementation of network monitoring KPIs/SLAs and alerting solutions, incident and performance management processes and procedures.

• Strong and clear communicator with proven ability to communicate technical information to both technical and non-technical audiences.

• Ability to work with Voice Engineering and Network Management teams to evaluate the effectiveness of existing voice KPIs/SLAs against voice assurance scenarios and define improvements to KPIs and process.

• Strong dashboarding creation and reporting ability within ServiceNow and Excel and experience of other ITSM tools an advantage.

• Experience dealing with third party network service providers to ensure contractual obligations are being are met.

Job Title: Service Analyst

Location: London, UK

Rate/Salary: .00 GBP Daily

Job Type: Contract

Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. . Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at

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