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IT Service Design Analyst

2 months ago

Hamilton, Canada Endeavour group Full time

Job Description

  • Be uniquely you, come as you are
  • Work within an industry leading business as we experience a period of growth
  • Be a key leader within the technology space

As an IT Service Design Analyst at Endeavour Group, you will be a key member of our IT service management team responsible for overseeing the development of the operational support model of new and modified IT services into operation. You will play a crucial role in ensuring that all new services are supported and managed effectively, minimizing risks and disruptions to the business.

Sound good? Read on.

Here is a taster of what you can expect in this role:

Requirements Gathering:

  • Collaborate with stakeholders, including service owners, project managers, and end-users, to understand the requirements and objectives of the new enterprise service.
  • Identify the service's critical components, dependencies, and integration points.

Identify Support Needs:

  • Analyze the service's complexity and potential operational challenges to determine the level of support required.

Develop the Operational Support Model

  • Develop the Service Design Operational Support model to include end to end supportability, and gain sign off from each affected support area.
  • Identify and then validate existing capacity and capabilities within Technology Teams and document the gaps.
  • Facilitate and document the OPEX considerations for BAU Support during the service lifecycle.
  • Define roles and responsibilities within the support processes, ensuring clear ownership and accountability.
  • Produce regular reports with a focus on service improvement to guide business and IT on risk.
  • Responsible for the IT Service Design Lifecycle, including guiding EGL stakeholders through the process to ensure successful establishment of Technology Support Model into BAU Support.

Qualifications

  • Expert level understanding of IT Service Management frameworks and IT Operations
  • Technical familiarity with Enterprise and Retail systems would be an advantage
  • Tertiary qualifications in IT or a related discipline will be highly regarded
  • Strong planning & prioritisation skills.
  • Strong understanding of Agile & Lean delivery principals.
  • People management and leadership, particularly managing people without direct authority
  • Exceptional analytical and problem solving skills and the ability to multi-task and manage multiple projects simultaneously
  • Excellent written and verbal communication skills
  • Strong negotiation skills
  • Excellent stakeholder management skills and will be a strong influencer and negotiator
  • Demonstrated awareness in applicable IT change and problem management processes.
  • Provide accurate task estimates for self and others
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