Role Overview & Mandate
Executive Summary
Service Analyst Radbroke As a Barclays Service Analyst, you will be a part of the Networks & Voice Tea. Your...
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Service Analyst
Radbroke
As a Barclays Service Analyst, you will be a part of the Networks & Voice Tea. Your role is essential in providing Data Connectivity, Voice, Firewall & Core services, and products to Barclay’s internal and external customers. This is a great opportunity for you to work with other teams within Infrastructure Services to provide sustainable stability, manage their costs and risks, whilst liaising closely with colleagues in operational functions.
Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.
Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.
We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances Please discuss the detail of the working pattern options for the role with the hiring manager.
• Liaising with global third party Service Providers to ensure their access to systems, service requests and administrative requests are managed and maintained efficiently
- Managing third party supplier contracts, assisting Service Managers, and taking accountability to ensure services & contracts are up to date and fit for purpose
- Coordinating the production of the Service Management monthly pack with key N&V Service Managers, which aids in Service Reviews with N&V customers
- Liaising with other technology, business areas and 3rd party vendors in pursuit of resolving the Incident Problem or Change activities and communicating progress
- Preparing ad-hoc documentation, including but not limited to quotations, Health & Safety documentation; and keeping appropriate business system tools up to date
- Encouraging colleagues to contribute and working within a team or alone to timescales
- Inputting negotiations on pricing, aligning support & maintenance contracts pricing to budgets, and offering Commercial and contractual awareness of Networks & Voice product
- Contributing to RFP proposals and knowing partner responses enabling to an award decision
• Excellent communication skills to enable building of effective relationships across teams within Barclays, key stakeholders and suppliers across all cultural regions
- Good stakeholder management skills to help ensure buy-in and assistance for initiatives/deals underway and experience of working with third party suppliers
- Evidence of organisational skills and the ability to multi-task whilst ensuring quality and attention to detail under strict deadlines
- Knowledge of analytic techniques and methods – in particular, proficiency in the use of Microsoft Excel
• Knowledge of ITIL processes of Service Strategy, Design, Transition, Operation, and Continual Service Improvement and/or ITIL Foundation Certification
- Technical knowledge/appreciation of Networking products such as Switches, Routers, LAN, Firewall, Load balancing and/or other Technology infrastructure
- A good team player, the ideal candidate will encourage colleagues to contribute but also have the ability to work alone to tight timescales
- Experience within a customer service environment
Where will you be working?
You will be based in Radbroke, Knutsford. The Barclays Technology Campus just outside Manchester is our tech command centre and a vital strategic powerhouse behind our global operations. The campus is set in a 64 acre self-contained site, in a beautiful green environment and it offers unrivalled facilities for work and for play. We have an onsite gym, as well as outdoor tennis, football and cricket areas, as well as onsite restaurant and coffee shops.
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