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Service Delivery Analyst

Requisition ID:  14788
Location: 

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  31-Dec-2021

We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.

 

Salary: Salary in the region of £29,000 per annum.

 

Closing Date: This opportunity will close when we identify a suitable candidate. We will contact you within 5 working days of your application to advise you of the shortlisting outcome.

 

 

 

The Role

 

Over the last 18 months, we have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.

 

As a Service Delivery Analyst, you will provide flexible support across the wider Service Delivery Team.  This might involve, for example:

  • Supporting the delivery of projects including documenting user requirements, planning delivery activities and monitoring progress   
  • Working with Service Users to complete end user testing and user sign off
  • Developing on-line support material for Service Users, including new staff and students  
  • Updating the service catalogue and associated service level agreements    
  • Helping to produce and analyse performance reports   
  • Understanding the need for specialist software packages and/or equipment   
  • Attending relevant staff and/or student committee meetings   

 

The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; a minimum of 37 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page.

 

We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.

Informal enquiries may be made to Clair Elliott, Director of Service Delivery, at clair.elliott@newcastle.ac.uk

 

Key Accountabilities

  • Working with internal and external staff (contractors or consultants) in relation to any project undertaken within the team (or occasionally elsewhere within NUIT or the wider University).   
  • Supporting, where necessary, the development of any proposals for new services and business initiatives. 
  • Developing and maintaining effective relationships with key stakeholders in order to:   
    • Understand Service Users' needs and signpost NUIT services as necessary  
    • Understanding the short to medium term requirements for technology development and deployment  
    • Identify and share good and innovative use of technology across the university, wherever possible   
    • Support, where necessary, opportunities to add value through innovation, continuous improvement, consultancy and system optimisation   
  • Meeting or exceeding the expectations of service users through the provision of quality, customer focussed services supported by appropriate levels of communication and associated documentation. 
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager 

 

The Person

  • Experience of working with and supporting a range of stakeholders in a complex organisation 
  • Effective working relationships and a focus on good customer service
  • Proven track record of dealing with problems and issues and managing resolutions   
  • Good technical understanding of IT
  • Experience in managing priorities and meeting service user requirements 
  • Knowledge of appropriate regulatory and statutory compliance, including GDPR, and information security 
  • Interest in Continuing Professional Development 

 

Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.

 

Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains colleagues from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.

The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.

We understand how important the full employment package is to our colleagues at Newcastle University and we are committed to providing a great range of benefits and discounts for all.  You can learn more about what is available here on our Benefits Website page.

Requisition ID: 14788