Senior Service Management Process Analyst (Major Incident)

Permanent Nr Newquay

The primary responsibility of this role is to support the Major Incident Manager in the handling of Major Incidents, with the expectation that the role holder will develop the confidence and capability to deputise for the Major Incident Manager when required.

Handling Major Incidents at King’s College London (KCL) requires a sound understanding of the complex service architecture in place at the university, for which in-role training will be provided. In addition, there is a requirement to coordinate all aspects of Incident response, documenting that response as appropriate and taking a lead in all communication activities, ensuring strict university expectations are always met.

In the role, the post holder will have contact with various KCL Managers, KSC colleagues and external suppliers via face to face and electronic means (including skype for business, telephone and email). It is vital that the post holder has excellent communication and customer services skills, along with the ability to work calmly and follow process under pressure.

As a high-profile role within the Service Management team, the post holder will also need to routinely demonstrate a sound knowledge of the principles of service management, especially those detailed within the ITIL framework.

Whilst the role will be primarily focused on providing Major Incident support, there will also be a requirement to provide process support to other parts of the IT Service Management Team in the day to day operation of the ITIL-based processes adopted by King’s Service Centre. As such, the role will play a key part in supporting the delivery of high-quality business and administrative support, help analyse service performance and improve IT processes.

Some travel may be required for meetings and training, (predominately between Quintrell Downs and university campuses in London).

We are a fast growing company supporting the services of King’s College London, but in the heart of Cornwall.

We have active committees for Sustainability, Healthy Workplace and a social committee!

We offer 25 days holiday per annum Pro rata, 10% discretionary bonus, contributory pension scheme, modern, comfortable offices a mere 10 minutes from the beach – plus much more!

Applications should be submitted to with your CV and covering letter with details of your salary expectations.

Due to the number of applications expected if you haven't heard from us within one month please assume you have been unsuccessful for the position, but we thank you for your interest in the business.



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