Service Analyst

Service Analyst
£30,000 to £40,000 plus excellent benefits, including up to 10% employer pension contributions and an annual incentive scheme (Work Level 6A)
Manchester City Centre. In this role you’ll work in a hybrid way splitting your time between home and coming into the office at least once per month (find out more about our hybrid working policy at jobs.coop.co.uk/hybrid-working-policy).

Please Note: There’s a requirement for you to be part of the on-call rota for this role, including weekends and bank holidays.

We’re looking for a Service Analyst to join our Enterprise Service team at Co-op. In this role, you’ll be working closely with your aligned product team, responsible for delivering continual improvement opportunities across the products and services within your remit. You’ll make sure that they’re built and operated to a consistently high standard.

Why this job matters
As a Service Analyst, you’ll play a key role in making sure our service activities align with the product roadmap, while proactively monitoring performance trends to identify potential issues or areas for improvement. With the right experience and technical skills, you’ll have the chance to grow your career in a business that is building more value for our member-owners. 

What you’ll do
•    Contribute to the execution of defined change management processes
•    Support readiness activities for new or changed services
•    Provide support to day-to-day operations, helping to manage any incidents and problems
•    Perform routine health checks and support internal and external performance reviews
•    Promote, identify, and deliver on, continual improvement opportunities
•    Assist with the renewal of licences by completing data/usage analysis to help forecast capacity requirements
•    Report on service metrics and measures across the platform
•    Share your knowledge and experiences within the appropriate communities of practice sessions
•    Ensure knowledge and service documentation is developed and maintained in line with our service offering

What you’ll bring
We’re committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you’ll need to bring:
•    Strong experience working in an agile, collaborative environment
•    An ITIL foundation qualification, or the ability to demonstrate a depth of knowledge across multiple ITIL practices
•    The ability to prioritise your workload based on the changing demands of the business
•    Knowledge of IT Service Management toolsets
•    A strong understanding of any appropriate technology and its relevance to Co-op
•    The ability to maintain positive relationships with third party suppliers

Why Co-op
At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:
•    An annual bonus (based on personal and business performance)
•    28 days holiday (rising to 32 with service) plus bank holidays
•    A pension with up to 10% employer contributions
•    30% discount on Co-op products and 10% off other brands
•    Stream – early access to a percentage of your pay as you earn it
•    Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
•    24/7 colleague support service
•    Training and support for your development and career progression
•    Cycle-to-work scheme

A place you’ll belong
We’re building diverse and inclusive teams that reflect the communities we serve.
We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.
We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.
Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion