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Job description for IT Service Analyst

As part of the Information Management & IT function, your impact will be felt across the organisation, helping to embed new technology and tools, automate processes and improve data management. We’ll support you to innovate, as you bring positive change and fresh ideas to the team. Don’t settle for the status quo. Improve on what’s gone before – and drive for what’s next.

We are currently recruiting for an IT Service Analyst to join our forward thinking and progressive team based in Abbey Wood, Bristol. This opportunity is a fantastic chance to form an integral part of our IM&IT (Information Management & Information Technology) function.

Some of the Information Assurance roles for this campaign may fall within the following different areas:

  • DE&S Digital leads on digital information management, technology and cyber capabilities. The Logistic Information Services (Log IS) Service Delivery team within DES Digital (Live Services) oversees the delivery of 14 capability groups of applications. We are responsible for ensuring that these applications achieve the required contracted levels of service as well as being both safety and security compliant. Within Log IS is the Engineering Applications Management team, managing sustainment and availability of specialist engineering systems for the Maritime, Land, and Air domains. This is within the Maritime section, where you shall be supporting the Maritime lead with all aspects of application and stakeholder management.
  • Data and Systems is a new organisation within the Commercial Transformation and Strategy directorate, setting and delivering the systems and data strategy for the Commercial Function, ensuring it is aligned to Defence and wider Government requirements. This team is where the Warminster post is based. The Data and Systems team develop, embed, maintain and improve the key commercial processes, data and systems required to enable the Commercial Function and drive a culture of “adopt not adapt”, increasing the ease of doing business and enabling data-driven decision making across the Function. This is an opportunity to work together across our community of commercial teams and wider stakeholders, through our Better Together behaviours, ensuring we deliver our vision “to lead a connected, talented and inclusive community” that continuously uplifts capability to deliver outstanding value for Defence.

Playing an active part of the Service Management community, you will support relationship management with Key Stakeholders whilst actively growing your own knowledge in Service Management and ITIL framework. You will deliver standardisation management services, including the management and development of our online applications leading to support of the overall Service Delivery.

Along with managing a suite of applications and other IT systems you will be ensuring their availability to users whilst continuing to manager accreditations. You will be responsible for creating and chairing Safety Review meetings with all stakeholders ensuring all relevant parties attend and contribute. Having technical knowledge would be beneficial however being able to understand user issues is enough, as to ensure the right people are contacted to help solve the problems.

We offer outstanding training and development opportunities, defined progression routes, and a host of other benefits including our ‘Smarter Working’ policy, which means that you’ll be able to enjoy a high degree of flexible working whilst also having the opportunity to work closely with key stakeholders onsite.

Please note, due to the nature of work, this post requires SC (Security Clearance). Also, some attendance to the stated sites may be required for this position.

We strongly recommend tailoring your CV in line with our CV guidance before applying, with specific sections to highlight Key Achievements, Relevant Experience, and Applied Skills & Knowledge.

Responsibilities for IT Service Analyst

In this role, you will have the opportunity to:

  • Support monitoring of application lifecycle planning, controls and support Service Provider relationships.
  • Support changes to the Service portfolio by applying the processes and procedures, to ensure successful changes are implemented
  • Apply tools, techniques and processes to track, log and correct information to ensure data integrity and suggest process improvements.
  • Assess, analyse and document future change initiatives that will impact or be additional to the current Service portfolio, escalate where appropriate.
  • Support relationship management with Key Stakeholders for live services.
  • Support service compliance of all IT and service (assets) in line with business and regulatory requirements.

Person Specification

To be successful with your application, you’ll need to show that you meet the following essential criteria:

  • Service management experience or knowledge within the ITIL framework in an organisation.

It would also be great if you can demonstrate any of the following desirable criteria:

  • An ITIL qualification or willingness to successfully complete ITL within the first 12 months.
  • Any Mechanical Engineering or Systems Engineering qualification or relevant experience.

In addition to the responsibilities above, the following technical competences and behaviours will be assessed at interview:

  • Service Delivery and Operations – Supervised Practitioner
  • Change and Transformation – Supervised Practitioner
  • Managing a quality service – CSBC3
  • Communicating and influencing – CSBC3

The benefits

We’re pleased to offer a generous benefits package to support everything from your work-life balance to your bank balance, including:

  • 25 days’ holiday a year, plus 1 day a year up to 30 days, 8 bank holidays and a day off for the King’s birthday
  • A market-leading employer pension contribution of around 27 percent, an annual performance-based bonus, and recognition awards
  • Flexible and hybrid working wherever possible, to support your work-life balance (though some attendance to the stated site is required)
  • Access to specialist training and funded professional qualifications, with plenty of opportunities and support for progression
  • A huge range of discounts including retail, sports, leisure, restaurants, gifts, days out, holidays, cinema, motoring, insurance, health care, gym memberships, and more
  • Up to six days of paid leave a year for volunteering
  • Enhanced maternity, adoption, and shared parental leave schemes, offering 100% pay for 26 weeks (after a qualifying period)
  • We champion a diverse and inclusive environment, where everyone can be themselves and give their best. We believe that by harnessing the power of different ideas, experiences, and perspectives, we can achieve our ambitions, together. If you have a disability or additional need that requires accommodation, please let us know.
  • Discover more about Little Book of Big Benefits and pension schemes.

Please click the link below to apply for the IT Service Analyst role by creating an account and uploading your details.


Job Details

Job title

IT Service Analyst


£32,500 – £35,000

Contract type


Business area


Working pattern

Flexible working, Full-time, Job share, Part-time



Number of posts


Recruitment contact

Kulshan Bhakar – DE&S/SDA Recruiter

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