Contract Business Analyst (hybrid)

Grade: N/A

Contract Duration: 3 Months (to start as soon as possible)

Directorate: IT Services

Division: Applications, Data, and Strategy

About IT Services

IT Services at the University of Manchester is a vibrant and fast-moving department; we focus on delivering excellent customer service and quality services for our staff, students, and researchers.

The Role

A Business Analyst is sought required to work on the Flexible Learning Programme. The Business Analyst will play a crucial role in multiple projects that will explore new ways of delivering teaching and learning.

Responsibilities include:

•   Requirements engineering

•   Processing modelling

•   Stakeholder management, including academic and professional services

• Planning and managing BA deliverables, alongside the project team, which will include other BA’s

The Person

The successful candidate should be able to demonstrate:

•   Broad experience of requirements engineering (user story and traditional, business, functional and non-functional).

• Broad experience of process modelling (as is and to be states)
• Experience of working with a range of stakeholders in an academic setting

Must be able to work to a hybrid working arrangement, not remote (2 days per week on site).

As an equal-opportunity employer, we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation, and transgender status. All appointments are made on merit.

Enquiries:

Please contact our IT Resource Management Team.

Email: it.resource@manchester.ac.uk

Job Description

Job title:      IT Operations Centre Analyst

Reports to:      IT Operations Centre Manager

Responsible for:   N/A

Office:         IT Operations Centre, IT Services

Date:         January 2023

Overall purpose of the job

Reporting to the IT Operations Center (ITOC) Manager in the University IT team, the ITOC Analyst is a full time onsite roll performing day to day activities required for the ITOC function including but not limited to:-

• Service, systems, and infrastructure monitoring and Event management
• Request fulfilment Backup success / failure monitoring
• Change readiness / service impact monitoring and coordination.
• CMDB / CI / monitor / monitored service / group creation / update and maintenance
• Event Remediation / intervention via use of SoPs
• Reporting and dashboard monitoring and escalation.

The ITOC Analyst is responsible for monitoring and maintaining the systems, network, and infrastructure covered in the ITOC OLAs with other teams and service owners. This role involves proactively identifying and resolving technical issues, coordinating incident response, ensuring the smooth operation of IT services, managing CMDB updates and change monitoring.

The ITOC Analyst will work closely with other ITOC members, various IT teams and stakeholders to provide real-time monitoring, analysis, and support to ensure the stability and availability of critical IT systems, following ITIL processes and best practices.

The ITOC analyst will be required to work onsite, in the ITOC room according to the scheduled roster eventually leading to 24/7 support and monitoring of university services and infrastructure.

Key Responsibilities:

• Monitor and analyse the performance of university services, IT systems, network devices, and infrastructure using various monitoring tools and technologies.
• Respond promptly to system alerts and incidents, troubleshoot issues, and take appropriate actions to mitigate disruptions and minimize downtime, following ITIL event and incident management processes.
• Coordinate incident management activities, including incident response, escalation, and resolution, adhering to defined procedures and operating level agreements (OLAs) based on ITIL guidelines.
• Document and track incidents, including the details of the problem, actions taken, and resolutions achieved, in accordance with ITIL best practices.
• Perform root cause analysis of critical incidents and implement preventive measures to minimize recurrence, following ITIL problem management processes.
• Implement event management processes to ensure timely identification, categorization, and resolution of IT events and alerts.
• Collaborate with cross-functional IT teams to ensure effective communication and timely resolution of incidents and problems, adhering to ITIL change management processes.
• Update and maintain the CMDB, ensuring accurate and up-to-date configuration information, following ITIL configuration management processes.
• Monitor and track changes to the IT environment, ensuring compliance with change management processes and procedures.
• Conduct periodic system health checks, capacity planning, and performance analysis to optimize IT infrastructure, following ITIL service capacity management guidelines.
• Assist in the development and maintenance of IT Operations Center SOPs , guidelines, and documentation, aligned with ITIL framework.
• Participate in on-call rotation and provide after-hours support as needed, according to the scheduled roster.
• Stay up-to-date with emerging technologies, industry trends, and best practices related to IT operations, monitoring, CMDB management, and ITIL frameworks.
• Commitment to the IT Services Practice Charter and the University’s values. The University of Manchester values a diverse workforce and welcomes applications from all sections of the community.
• Other duties of a similar nature as reasonably required by your line manager.

Qualifications and Experience:

• Strong knowledge of IT infrastructure components, including servers, networks, databases, and storage systems.
• Experience with monitoring tools, such as Nagios, SolarWinds, Zabbix, or similar.
• Familiarity with ITIL processes, including incident management, problem management, change management, configuration management, and service capacity management.
• Proficient in event management techniques and tools.
• Familiarity with networking protocols, including TCP/IP, DNS, DHCP, and routing.
• Experience in CMDB management, including updating and maintaining configuration information.
• Proficient in change monitoring and ensuring compliance with change management processes.
• Proficient in scripting languages (e.g., SQL, Python, PowerShell) for automation and monitoring tasks.
• Excellent analytical and problem-solving skills with the ability to troubleshoot technical issues.
• Strong communication and interpersonal skills to collaborate effectively with technical and non-technical stakeholders.
• Ability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously.
• Relevant certifications (e.g., ITIL Foundation, Network+, CCNA) are a plus.

Person specification

Senior Business Process Analyst

The UK Debt Management Office is looking for an interim Senior Business Process Analyst to support the Business Delivery team in developing process transformation solutions. The ideal candidate will have a strong background of delivering excellent process redesign solutions in the financial services sector.

The successful candidate must be able to present examples of successful business process solutions developed and implemented at previous assignments, preferably in the financial services sector.

The role will involve:

• Working closely with business areas on analysing critical business processes and developing effective solutions which optimise the use of technology and reduce operational risk.
• Assess and present an array of options, considering associated risks and impact on existing controls, introduction of new controls where appropriate, system impact (e.g. system changes, data, access permissions, cyber security etc.), people impact (e.g. training requirements, team responsibilities etc.).
• Provide recommendations to enhance the in-house capability in Business Process Improvement, providing guidance on best-practice, producing templates, and providing training to the Business Analyst team.

The successful candidate will be highly familiar with industry best practice methods and where they can best be applied. Also, will be able to navigate through the work quickly and effectively to tight timescales.

Experience and Knowledge

• The successful candidate will have a minimum of 10 years’ relevant experience.
• Extensive and recent practical experience and detailed knowledge of developing and implementing Business Process Improvement, from analysis and identification through to implementation.

• Exceptional skills and experience producing accurate business process models (As-Is, To-Be) using Business Process Modelling Notation (BPMN 2.0), assessing and implementing business process improvements, and writing clear and concise business & technical requirements.
• Excellent analytical skills with a highly structured, organised, and meticulous approach as evidenced in previous experience.
• Application of process automation where beneficial, assessing and presenting benefits, costs, and risks etc.
• Desirable experience in investment banking operational environments and an understanding of trade processing workflows relating to Bond and Money Markets.

Skills

• Highly developed and strong analytical skills and an eye for detail.
• Strong inter-personal skills with the ability to simplify complex issues and communicate effectively with a variety of stakeholders, including senior management, across business and technical teams (internal and external).
• Ability to multi-task quickly and deliver to schedule and to budget.
• Technically proficient and up-to-date with how technology can be applied to deliver operational efficiencies and reduce risk e.g. automation.
• Ability to produce high-quality outputs that are accurate, concise, and understandable to a wide audience of stakeholders.

Behaviours

• A highly structured, professional, organised and meticulous approach to work.
• Strong self-motivation and able to take the initiative.
• Excellent team player, collaborator, and mentor.
• Flexible and adaptable.
• Excellent written and oral communication skills
• Must be able to work predominantly on-site

Qualifications and Technical

• Business Analysis qualification – BCS or IIBA

• Process modelling using Microsoft Visio

Key Information about this contract:

The contract period will be for up to 6 months. The candidate is expected to work a hybrid model onsite at the DMO’s offices.

Working hours

Working days are 5 days a week Mon-Fri excluding public holidays. The worker will be expected to work at least 3 days per week in the DMO office and 2 days remotely. Please note that this working pattern is subject to the UK DMO policy on working arrangements and it may be subject to change.

Standard working hours are 36 hours per week (7 hours and 12 minutes per day) excluding lunch breaks, subject to the below:

A daily rate will be offered of up to £700 for the role (which must include all CCS/Agency fees/Mark-ups), ex VAT. This is the maximum the UK DMO will pay. Monthly invoice payments.

Max 3 CVs per response. Please email CVs before deadline for early sight if possible. Deadline is close of business Friday 19 July.

CVs should be e-mailed directly to Andrea.Buchanan@dmo.gov.uk, and Carlos.Freitas@dmo.gov.uk cc Julie.hill@dmo.gov.uk and Eniola.ade-solanke@dmo.gov.uk

The contract will be via the Crown Commercial Service Framework Agreement - Framework Schedule 6a (Short Order Form Template and Call-Off Schedules) RM6277 Lot 3: IT Professionals, subject to their terms and conditions.

The role requires SC level security clearance. Preference will be given for candidates SC security cleared. However, the UKDMO will accept exceptional candidates without security clearance on the basis that the successful candidate obtains SC clearance upon starting the contract. The UKDMO will make the relevant arrangements upon confirmation of the job offer.

Candidates will have to provide references covering the last three years of employment. Where employment references cannot be provided, character references may be accepted. The recruitment agency will conduct the relevant reference requests and provide the information to the UKDMO.

This role is within scope of the IR35.

Please email instead of calling if you have any queries.