Job Description

Senior Technical Analyst - enterprise workflow platform
£50,000 - £54,000a year
Swindon, Newport, or Stockton-on-Tees – flexible and hybrid working options
PCD300239

It’s an exciting time to join the organisation as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.
We’re expanding the established enterprise workflow platform (ITSM) team in response to a major Government transformation programme and have an exciting opportunity for an experienced enterprise workflow platform professional to become part of this.
You will be a Subject Matter Expert in enterprise workflow platform CSM / ITSM or similar SaaS platform, while also understanding core IT Service Management concepts and processes. Such as, incident and request management, problem management, Service Level Agreements, CMDB. Expertise to develop enterprise workflow platform through configuration, workflows is essential, and ideally basic JavaScript

The organisation:
• Administering and configuring enterprise workflow platform
• enterprise workflow platform Workflow configuration and management
• Reviewing enterprise workflow platform system logs to support troubleshooting and solve user issues
• Set up / maintain integrations such as with SolarWinds, SCCM, SNOW, identity and access management platform.
• Working with enterprise workflow platform API’s
• Deploying update sets using a standard Dev to Test to Prod pipeline, and according to business processes
• Manage the overall health and usability of the system to ensure support of customers across a wide number of business processes, including asset management, Finance, Security and Operations
• Contribute and participate in project work, planning, continuous improvement and platform changes, often owning work from idea to delivery
• Drive continuous improvement of the service, including suggesting future improvements / products that could provide efficiencies. Get buy in form Product owner and Stakeholders
• Monitor daily updates on enterprise workflow platform, assess the impact of the service and provide communications to key stakeholders (i.e. Service Desk, customers)
• Maintain up to date skills and knowledge to be shared within the team across the entire enterprise workflow platform toolset
• Ensure the service complies with security requirements in conjunction with the data protection and security teams.
• Create documentation including operating procedures, policies, and processes

To do this role well you will need:
• Demonstrable experience in supporting enterprise workflow platform infrastructure, or similar ITSM / CSM SaaS platform
• Proven experience around general ITSM / CSM principles and processes
• Previous experience of supporting a large user base of clients, which may have differing needs or goals
• Knowledge and experience of making recommendations and implementing improvements
• Ability to multi-task and to prioritise effectively, with an aptitude for knowing when issues need escalating
• Stakeholder management experience, at all levels within an organisation.
• Certification in enterprise workflow platform or equivalent platform would be preferred
• Prior experience of integrations with 3rd party platforms (e.g. SolarWinds, API’s)
• Experience of ITSM or CSM business processes
• Ability to input into and define roadmaps / backlogs
We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality, diversity and inclusion commitments on our website.
The organisation does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore candidates are required to have eligibility to live and work in the UK prior to applying.
We look forward to hearing from you.
We are the organisation. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.