Digital Performance Analyst
Specify, collect and present key performance data and analysis for services. Support service managers in ensuring that their service meets performance requirements. Communicate service performance against key indicators to internal and external stakeholders. Ensure high quality analysis of departmental transaction data. Support the procurement of the necessary digital platforms to support automated and real-time collection and presentation of data; Share examples of best practice in digital performance management across government. Identify delivery obstacles to improving transactional performance within departments and working with teams to overcome those obstacles.
o Analyses, assesses impact, documents and implements changes based on requests for change. o Understands IT Operations' processes and how this supports the end user community o Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution in conjunction with specialist support teams. Facilitates recovery, following resolution of incidents o Owns an issue until a new owner has been found or the problem has been mitigated and/or resolved o Initiates and monitors actions to investigate, analyses patterns and trends and resolves problems in systems, processes and services. Determines problem fixes and/or remedies. Assists with the implementation of agreed remedies and preventative measures o Takes inputs and establishes coherent frameworks that work o Uses database management system software and tools and knowledge of logical database schemata, to investigate problems and collect performance statistics and create reports o Carries out routine configuration, installation and reconfiguration of database and related products. Optimises database performance and forecasts resource needs o Reviews requirements and specifications, and defines test conditions. Analyses and reports test activities and results. Identifies and reports issues and risks associated with own work o Knowledge of a service management framework (e.g. ITIL) terminology, structure and basic concepts, and comprehend the core practices for service management o Ensure alignment to standard configuration management practices and procedures in order to identify, track, log and maintain accurate, complete and current information. o Controls IT assets in one or more significant areas o Produces and analyses registers and histories of authorised assets and verifies that all these assets are in a known state and location o Understands core technical concepts related to their role and is able to apply them with guidance o Identifies improvements and supports proposed solutions through to implementation by supporting the organisation and introducing more effective and efficient solutions (people, processing and tooling) to deliver increased automation o Has the skill to independently support and maintain a product
o ITIL v3 foundation qualification
o Experience in the operation build and configuration, administration and support of IT Operations, application technologies and solutions - hardware, software, commercial off the shelf (COTS) and opensource packages/solutions, virtual and cloud including IaaS, PaaS, SaaS
o Experience of Monitoring and Event Management
o Strong experience in Service Management & Operations (particularly Request Fulfilment, Incident/Problem/Change Management)
o Appreciation of data management regulations and policies and Information Lifecycle Management frameworks
o Strong analytical and problem solving skills
o Working in collaborative environments
o Working with a Service Management toolset such as ServiceNow
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