Service Analyst - Change and Knowlege

• BPSS (Baseline Personnel Security Standard) clearance - this post is subject to BPSS checks. You will therefore be required to consent to and comply with BPSS checking requirements prior to commencing in this post. This check involves verification of identity; nationality and immigration status; employment history (past 3 years) and basic criminal record check. 

• Working within an ICT or IT Service Management environment.
• Managing and coordinating processes, activities or work packages to agreed standards and timescales.
• Building effective relationships with a wide range of stakeholders and communicating complex information clearly, both verbally and in writing.
• Analysing information, identifying trends and making recommendations to support operational and service improvements.
• Planning, organising and prioritising workloads effectively in a busy environment.
• Problem solving and decision making, including assessing risks and identifying practical solutions.
• Producing reports, presentations, process documentation or knowledge articles.
• Supporting or administering service management processes such as Change Management, Incident Management, Problem Management or Knowledge Management.
• Using ICT systems and tools to maintain accurate records, documentation and management information.
• Working collaboratively as part of a team whilst also being able to work independently.
• Demonstrating a commitment to continuous improvement and delivering excellent customer service.
• Holding an ITIL Foundation qualification, or being able to demonstrate equivalent knowledge and experience

• Previous experience of Change Management and/or Knowledge Management processes.
• Experience of facilitating meetings, governance forums or Change Advisory Board (CAB) meetings.
• Experience of using ServiceNow or other IT Service Management platforms.
• Experience of developing and maintaining knowledge bases, knowledge articles or service documentation.
• Experience of producing performance reports and analysing service trends.
• Experience of working within a public sector or large, complex organisation.
• Knowledge of ITIL best practice and continual service improvement methodologies beyond Foundation level.
• Experience of supporting training, onboarding activities or knowledge-sharing initiatives.
• Experience of identifying and implementing service improvements that enhance user experience or operational efficiency.

Working for Manchester City Council is a chance to make a real difference in a diverse city that leads change and improves lives. Whether you’re supporting communities or improving public services, you’ll help create opportunities and shape a better future for everyone

Benefits we offer 

• Up to 26 days’ annual leave, rising to 31 days after five years’ service
• Buy up to two extra weeks’ leave
• Up to 3 days’ volunteering leave
• A 35-hour work week for full-time roles
• We review pay each year and recognise three trade unions
• The UK’s largest local government pension scheme
• Enhanced parental and carers leave
• Employee discounts and perks
• Good Employment Charter member

Creating an Inclusive Team at Manchester City Council 

Manchester City Council values equality and works to provide a fair and inclusive environment for a workforce that is as diverse as the communities it serves. We want to further increase the diversity of our workforce, in particular the number of Black, Asian and Minority Ethnic staff and disabled staff at all levels of the Council. This advert is open to all applicants, and we would particularly welcome applications from candidates identifying with one or both of those characteristics.

Guaranteed Assessment Scheme 

We guarantee assessments for applicants who meet the recruiting panels minimum shortlisting requirements for the role and identify with at least one of the criteria below:

•  Members of the Armed Forces and veterans
•  Are currently in care, or have previously been in care.
•  If you consider yourself to be disabled or if you have a long-term condition
•  Have you completed the GM Elevate (Leadership Development) Programme or any MCC positive action programmes?

 When You Join Us 

We’re a Disability Confident Employer, offering:

• A workplace adjustment hub which provides specialist support, advice and guidance to ensure you have the adjustments needed to thrive at work.
• Disabled Staff Network, Neurodiversity Staff Network and Mental Health Staff Network that provides a safe inclusive space to share experiences and opportunities to influence council practice.
• A strong commitment to ensuring all information adheres to accessibility standards and that our workplaces are accessible and disability-friendly.

For more information about the role or any adjustments, email [email protected]. 

What we will need from you if you're successful 

In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This is not a role we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship.  

Other relevant information 

We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we’ll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role.