Assurance Analyst

Assurance Analyst

6 months

London - Hybrid

Active SC security clearance, eligible candidates will be considered

Inside IR35

Mandatory Qualifications and Experience

• Have strong experience in documenting workflows, procedures, and technical specs.
• Are comfortable using Microsoft Visio for creating process maps and diagrams.
• Are familiar with ITIL frameworks and ITSM toolsets, particularly in areas like reporting and dashboard creation with ServiceNow.

The Role

We are building a digitally enabled organization and aim to be at the forefront of government by showcasing best practices in digital, data, and technology. As a GDD Assurance Analyst, you will support the GDD Assurance Lead and the wider team in delivering digital value and outcomes. Your role will involve assisting in the monitoring, evaluation and improvement of digital services to ensure they meet business needs and align with strategic objectives.

Responsibilities

Asset and Configuration Management:

• Assist in tracking, logging, and maintaining accurate records of digital assets and service components to protect them effectively.
• Utilize IT Service Management (ITSM) toolsets (preferably ServiceNow) for asset and configuration management.

Change Management:

• Help analyse, assess impact, and document change requests.
• Potentially chair Change Advisory Board (CAB) meetings to facilitate change processes.

Incident and Problem Management:

• Support the investigation and resolution of incidents and problems, ensuring timely communication and documentation.
• Process incidents and requests using ITIL procedures and ServiceNow.
• Assist in implementing solutions and preventive measures to avoid recurrence.

Documentation Creation:

• Create comprehensive documentation with excellent grammar and attention to detail.
• Document processes, procedures, and technical specifications.
• Produce Visio diagrams to effectively represent workflows, processes, and system architectures.

Service Reporting and Dashboards:

• Assist in creating reports and dashboards to provide insights into service performance.
• Utilize tools like ServiceNow for reporting and data visualization.

Continual Service Improvement:

• Assist in analysing current processes, identifying opportunities for optimization, and supporting the delivery of service improvements.
• Apply industry best practices to enhance service delivery.

Continuity Management:

• Help manage and test runbooks for service continuity to ensure service availability is maintained.
• Understand IT procedures and contribute to workflow logic and automation initiatives.

Ownership and Initiative:

• Take responsibility for assigned tasks and proactively identify and address potential issues.
• Leverage your IT background to help develop solutions involving Active Directory (AD), databases, security, and other IT areas.

Technical Understanding:

• Develop knowledge of core technical concepts relevant to the role, applying them with guidance from senior colleagues.
• Have a good understanding of DevOps practices, including methodologies such as Agile, Scrum, or Kanban.

User Focus:

• Assist in identifying user needs, engaging with users and stakeholders to gather evidence, and using data to inform service improvements.