Lead Application Analyst (Service Now Developer)

The primary responsibility of the Lead Application Analyst is to provide Application Management and Support for the Universities business systems. As Service Owner for one or more services will be responsible for excellent customer service, consistently meeting service levels and key performance indicators as agreed with our customers.

Person Specification 

Service Level Management 

For the services that they are service owner for ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the customer negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency. 

Dimensions and Impact

Application Operations is critical for the success of the University based on the value it gains from software applications that it relies upon to remain competitive and to run the University in the most effective and efficient manner. This includes ensuring solutions are transitioned into live production environments with minimum disruption and maximum impact. That applications and services remain robust and reliable and through effective collaboration with internal teams and suppliers ensures issues are resolved quickly with minimum disruption. That application strategy is continually reviewed to ensure applications are up to date, relevant and closely aligned with supplier roadmaps so that we get maximum value for money and organisational benefits.

Knowledge

Authoritative knowledge of the work practices, processes and procedures relevant to the role, including broader sector/commercial awareness. Detailed knowledge and understanding of systems/services in own area and their varied applications. Working knowledge of the work of others inside and outside the university, relevant to own area.