service Quality AnalystArup

A career at Arup offers you the chance to make a positive difference in the world. Independently owned and independently minded, we attract a diverse mix of people to work on ground-breaking global projects. We have an ambitious commitment to be the digital leader in the built environment and have digital teams and experts all over the world, who collaborate on world-leading software, data and technology projects and products. Being a global team means we value people with diverse experiences, backgrounds, specialisms and skills.
Our Digital Technology team are proud winners of the IT Team of the Year for 2021 at the Chartered Institute of IT's UK IT Industry Awards. In January 2022 Arup was awarded 'Britain's Most Admired Company' by the publication, Management Today.
The role
We have an exciting opportunity for a service quality functional analyst focussing on configuration management to join our team. You will support the design, transition, operation, and continuous improvement of their responsible services across Digital Technology Group while driving incremental process maturity across problem management, configuration management and change management. You'll join a team of 3 people globally and will report to the service quality leader, who is based in London, England
"I wanted to work for companies that give opportunities, listen and value their professionals and Arup makes me feel very valued and I received support from all my colleagues from day one. Working with colleagues from around the world has made me grow professionally and personally."
Alberto, London
You should apply if:
You are passionate about optimising service delivery through tooling whilst relishing a working culture that will support your skills and career development
You have a good understanding of data and reporting with a willingness to learn and develop skills within CMDB (Configuration Management Database) and configuration
You are passionate about the importance of problem management in ensuring service quality
Responsibilities of this role include:
Lead analysis to support the design of processes and practices relating to their service group referenced above, including working with client groups to capture unmet needs
Run testing of configurations within supporting technologies such as ServiceNow
Support the implementation of application patches and upgrades to supporting tools where relevant
Review and contribute to documentation relevant to services e.g. design, service transition to support, standard operating procedures, SLAs, OLAs etc
Recommend continuous improvements to processes and ways of working based on feedback from client groups
Design, report, and document quality service metrics as required to support and highlight operational stability across the relevant service groups
Assess opportunities for efficiency and improvements in service quality (e.g. correlating incidents to an underlying problem to support service leaders to address the root cause)
Review service reporting against SLAs, and other quality metrics
Prepare reports and operational dashboards showing service metrics (lagging and leading) to demonstrate service performance
Responsible for predicting and planning future resources, which may include setting up new projects and project plans
Research and evaluate emerging technologies and automation in the customer services domain
Please don't be discouraged if you don't meet every point below- if you meet most, and are strongly motivated by the role, and willing to learn, we are still interested in hearing from you.
Requirements and skills
Essential skills and knowledge:
Fluent English written/verbal communication skills with both non-technical and technical audiences
Able to operate support and develop process management tools
Provide reporting and analysis to service management tools and processes
Configure solutions to support service quality & CMDB tooling
3-5 years' ITSM / ITOM support or development (preferably ServiceNow)
3-5 years' experience in relevant service quality roles (e.g. problem management, change management, configuration management)
Strong analytical and technical skills supported by excellent written and verbal communication
Understanding of CMDB, Change & Problem Management and the value it can offer an IT organisation
Experience in requirements capture and analysis
Desirable:
Experience developing service management platforms including ITOM (IT Operations Management), ITSM (IT Service Management)
Data Management / Data Quality Governance experience
Experience of working in multinational, multicultural environments
Proven ability to mature ITIL (Information Technology Infrastructure Library) and other processes
Process modelling and documentation, e.g. BPMN (Business Process Model and Notation)
Required behaviours:
Passionate for diversity, recognizing the innovation and competitive edge that comes from a diverse highly skilled team where equal opportunities are truly valued
High energy, motivated, open-minded and willing to embrace innovation and new technology
Ability to be creative, accurate and inventive in your work
Self-starter, pragmatic, flexible and comfortable with ambiguity, able to align business and DT vision to deliver clarity
Excellent interpersonal skills, including teamwork, collaboration and facilitation
Assists with the development of others, providing guidance, training, motivational and directional feedback
Ability to empower others to succeed, giving staff the confidence and support to thrive, develop and excel at what they do
Qualifications:
ITIL certification in service management foundation level (or related equivalent qualification) is desirable
Reward and Benefits:
We offer a competitive monthly remuneration package, as well as other perks and benefits such as HMO coverage for you & your eligible dependents, and Group Personal Accident Insurance on your 1st day on the job.
Arup

Manila City, Metro Manila
Permanent
Full-time