Service Catalogue and Tooling Analyst

Job Summary

As an Analyst in the IT Service Management Team (ITSM), you will play a key role in supporting and managing service management functions as the BSA transitions into a multi-sourcing digital business. The ITSM team is focused on modernising operations and ensuring user-centric service delivery, including business solutions through agile methods in a continuous delivery environment.

Based in Newcastle or Fleetwood, with occasional travel, you will work within a structured framework while exercising autonomy to plan workloads and meet objectives. Strong communication skills will be essential as you engage in internal and external activities to stay updated in your specialism. You will also be responsible for simplifying complex technical information to make it accessible for others.

The primary focus of this role is supporting Service Catalogue and Tooling.

What do we offer?

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working (we are happy to discuss options such as compressed hours)
• Flexi time
• Hybrid working model (we are currently working largely remotely)
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts!

Main duties of the job

• Your responsibilities involve supporting the development, implementation, and operation of ITIL service management processes. You will work closely with business colleagues, stakeholders, and internal/external suppliers to ensure policies, standards, and procedures are effectively adopted and followed. You will also proactively identify and propose improvements to meet evolving business needs.
• Your role includes maintaining and developing your skills by engaging with Communities of Practice and participating in quality assurance reviews through methods like peer reviews and learning logs. Additionally, you will stay updated on emerging methodologies and standards to enhance business outcomes.
• A major focus of this role is supporting the Service Catalogue and Tooling function, ensuring accurate identification, control, and auditing of services within the catalogue. You will contribute to the development and enhancement of IT Service Management tools, offering 2nd line support for Incident Management, Service Requests, Release and Change Management, and analysing requirements for tool improvements. You will also support continual improvement activities within ITSM practices.

About Us

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we’re proud to be part of something meaningful, that touches millions of lives.

We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.

As one of the UK’s Best Big Companies to work for, we’re connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.

We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.

Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!

Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Job Description

Job responsibilities

In this role, you are accountable for Specialist skills

• Support the development, introduction, transition and day to day operation of ITIL service management processes, engaging with business colleagues, internal/external suppliers and key stakeholders as guided.
• Support the adoption of IT Service Management policies, processes and procedures, ensuring they are in place for each function and are followed by all Service Providers (NHSBSA and 3rd Party) with non-conformance reported and reviewed.
• Implementing standards and policies, pro-actively identifying and proposing improvements or enhancements to meet the changing needs of the organisation.
• Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.
• Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, and escalating as appropriate, any issues or conflicting priorities which may impact deadlines.
• Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.
• Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.
• Support the Service Catalogue and Tooling function in the identification, control, recording, reporting, audit and verification of services in the Service Catalogue.
• Develop and deliver new features and benefits, for organisation wide and 3rd party end users, into the IT Service Management tool in line with IT Service Management policies, processes and procedures.
• Quality assure and test IT Service Management tooling developments prior to release.
• Provide 2nd line support for the IT Service Management Tool; Incident Management, Service Request fulfilment; Release and Change Management.
• Evaluate, analyse and interpret requirements to inform the development of the IT Service Management Tool.
• Support Continual Improvement (CI) activities in relation to Service Catalogue and other ITSM practices.
• Support the development of Service Catalogue and Tooling processes and procedures, suggest areas for improvement and communicate Service Catalogue and Tooling roles and responsibilities with stakeholders.
• Develop and deliver training to Service Catalogue and Tooling endusers and process stakeholders on Service Catalogue and Tooling processes, procedures and tooling functionality.