ITSM Support Officer

department which manages the infrastructure and data platforms which underpin UCL's central IT services, including data centres, cloud compute and storage platforms, networks, telephony, communications and collaboration and enterprise applications. In addition, IT Service and Operations provides an End-to-end Service Management capability, ensuring UCL's IT services are relevant, responsive and resilient., Main purpose of the job The purpose of the Service Management Support Officer role is to support the operation and management of a number of service management processes to ensure these are functioning at their optimum. The processes include, but are not limited to: * Service Design, Transition, and Experience * Change and Problem Management * Monitoring and Availability Management * Configuration Management * Service Health Reviews * Service Metrics and Reporting The role requires the holder to support the managers noted in the Reports To section of this document. The role will allow the heads to call on additional support as their needs demand. For example: * Support the development and improvement of service management processes * Development of documentation and templates * Data quality management activities and report development * Participation in activities related to embedding changes with Service Owners and Product/Service Teams * The role holder will need to be comfortable working with stakeholders at several levels of the division, establish good working relationships with Service Owners, SOMs, and technical teams. The role holder will need an eye for detail and delivery to support the ideas and vision of the Service Management Heads

Experience of: * customer or IT user support * working with internal or third party service providers * working with technical experts * using integrated service management tools * agile development methodology and work management tools A passion for IT processes, data, and reporting A general understanding of core Office 365 technologies Skills and abilities Basic technology skills in areas like: * website content management * software development * databases * data extraction, transformation, and management Ability to communicate effectively with energy, enthusiasm, and passion both orally and in writing Strong time management skills to effectively prioritise workload to meet competing deadlines UCL Ways of Working Follow UCL Ways of Working, including: * Committed to providing a responsive and helpful service * Making best practice an absolute priority * Switching easily between tasks and groups and stakeholders * Documenting and sharing solutions * Using evidence and quality data to support approaches Desirable Criteria Hands on experience with: * ITIL, Agile, and SAFe processes * Xurrent service management tools * Power BI, Power Automate, and Azure Data Factory Strong analytical thinking and problem solving skills Strong networking and socialisation skills Commitment to and knowledge of advancing equality, diversity and inclusion

Pulled from the full job description

• Annual leave
• Employee assistance programme
• Company pension
• On-site gym
• Cycle to work scheme
• Season ticket loan, What we offer As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below: * 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days) * Additional 5 days' annual leave purchase scheme * Defined benefit career average revalued earnings pension scheme (CARE) * Cycle to work scheme and season ticket loan * Immigration loan * Relocation scheme for certain posts * On-Site nursery * On-site gym * Enhanced maternity, paternity and adoption pay * Employee assistance programme: Staff Support Service * Discounted medical insurance Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more.

UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion. Part of UCL's vision is to take on the hardest global challenges. The Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information- and technologyrelated services to over 50,000 staff and students of UCL and associated institutions. Our ambition is to be the leading IT services group in the HE sector and we are growing our team's capability in experience/UX, agile development, security, cloud, service management and partnering. We are modernising our technology foundations, digitising the processes of the university to transform experience for students and staff, and partnering across the university to drive differentiation in UCL education and research. Within ISD, this post is in the IT Service and Operations