Service Management Analyst

Job Description

Join BT as a Service Management Centre Analyst Shape the Future of Consumer

Location: London

Please note this role will be office based 5 days a week.

Why BT?
We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why this role matters

The service management centre analyst is a key member of the GSS front line team dealing directly with customers both internal and external on a daily basis communicating, managing and fulfilling both simple and complex requirements using appropriate communication and management systems to manage and track the progress to resolution.

Sharing of knowledge using appropriate techniques to support and set direction for colleagues and peers within the immediate and wider teams.

The service management centre analyst will also be supporting the wider service operations centre in ensuring we successfully deliver and meet our customer contractual obligations as part of the management of bespoke services and platforms adhering to the specific service level agreements.

Key to the success of this role is working with other parts of the business and the customers to ensure that we successfully transition new platform deliveries into an operable state by ensuring the knowledge management database and associated tools are maintained and managed.

What you’ll be doing

• Responsible for 1st line service operation and technical security support using provided toolsets to undertake analysis, diagnostics and resolution of requests and incidents.
• Responsible for the timely and effective logging and tracking of customer and internal colleague enquiries using the GSS Service Management System adhering to OLAs and SLAs.
• Engage with customers and project stakeholders to ensure the successful transition of new and enhanced services into service operations.
• Working with the 24/7 Operations Centre handling Incident communications.
• Providing administrative support to the Change Management Team in the assessment of wider BT planned engineering works on our customer platforms/services.

What skills you’ll need

• Basic understanding of Cloud Technologies and Products.
• Service Desk Analyst Experience.
• Windows Active Directory Account and User Management.
• Experience with Atlassian JIRA, Confluence and/or Insights.
• Organised, with the ability to handle multiple tasks.

Benefits:

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
• 22 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes

A Few Points To Note:

This role is listed as full-time and will be office based 5 days a week.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

Don’t Meet Every Single Requirement:

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.