Service Analyst

Service Analyst

We are seeking an experienced and ambitious individual with expertise in service management to join the Thames Valley and Surrey (TVS) Sub National Secure Data Environment (SDE) Programme, hosted by Oxford University Hospitals NHS Foundation Trust (OUH).

This role offers the opportunity to contribute to innovative solutions that will transform scientific research and healthcare delivery within the NHS.

The successful candidates will support the delivery and continuous improvement of the TVS SDE service organisation, focusing on enhancing the reliability, efficiency, security, and user experience of the service. They will ensure services operate smoothly and align with national standards, organisational goals, and user needs.

Main duties of the job

Reporting to the TVS SDE Service Lead, the post holders will provide day-to-day operational support for the TVS SDE service. They collaborate with business analysts, software engineers, information governance officers, programme and projects managers, and commercial leads.

This role involves supporting a diverse and complex service management workload. The Service Analysts will develop in-depth expertise in key service areas while maintaining a broad understanding of overall service operations.

Under the direction of the Service Lead, they will manage multiple projects and service improvement initiatives of varying scale and complexity, ensuring timely delivery and alignment with organisational objectives.

This role may involve occasional out-of-hours support for incidents, and participation in an on-call or rota system to ensure timely response and resolution.

About us

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals – the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.

We call this Delivering Compassionate Excellence, and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.

These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.

In 2023 NHS England launched its first sexual safety charter, and our Trust proudly signed it. We pledge zero tolerance for inappropriate sexual behaviour and commit to the ten core principles.

Oxford University Hospitals promotes a safe, respectful hiring environment.

If you want to make a difference with us, come and join our team. Together, we will uphold the highest standards of care and professionalism.

Job responsibilities

Please see the job description and person specification for further details. Please contact Tracy Austin, Service Lead for additional enquiries.

Person Specification

Qualifications

- ITIL Foundation Certificate, Agile qualification or similar

- ITIL Practitioner or equivalent

- Prince II Foundation or equivalent

Experience

- 2 - 5 years' experience in a service analyst or customer facing role

- Extensive expertise in IT service management and ITIL frameworks, leading teams to apply technology strategically to optimise service delivery, drive continuous improvement, and enhance performance across NHS systems.

- Led the development and use of Power BI dashboards (or equivalent) to deliver actionable insights, support data-driven decision-making, and optimise service performance.

- Experience in supporting ISO 27001, tracking controls and resolving nonconformities

- Experience in developing and documenting new operational procedures, writing Standard Operating Procedures (SOPs), and creating knowledge base articles to support consistent service delivery and user self-service

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Contract

Permanent

Working pattern

- Full-time

- Flexible working

- Home or remote working

- Compressed hours

£47,810 to £54,710 a year

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