Service Account Analyst

Location:  Manchester

JOB PURPOSE:

To create and improve data capture and reporting methods between departments to produce P+L and service call statistics to the Service Delivery Department. To work with individual Service Account Managers and Team Leaders within the Service Delivery Department to produce standard monthly and ad hoc reports to internal and external customers.

ROLE & RESPONSIBILITIES:

• Reporting to the Global Service Manager
• Obtaining, analysing and reporting service call statistics against contracted SLA’s from a central service management tool.
• Supporting Service Account Managers by producing standard internal and customer facing service and financial reports.
• Identifying improvements in service reporting and data capture methods.
• Creating P+L and ad hoc statistical reports for the Service Delivery Department as a whole.
• Working closely with the Finance department to identify improvements in financial reporting methods.
• To support the Service Delivery Department in creating a standard pricing model for managed services.
• Working with the Finance department to enable greater use of company finance system (MS Great Plains).
• Working with global subsidiaries to communicate standard company best practice in data capture and reporting methods. 

RELEVANT SKILLS & EXPERIENCE:

The ideal candidate would have experience in working in a similar data analyst/business analyst role within an IT services environment, be familiar with service desk and financial software packages, and have extensive knowledge and experience using MS Excel, Access, and Word.

• ESSENTIAL: Proven experience in a service account analytical role
• ESSENTIAL: Proven experience in an operational IT environment
• ESSENTIAL: Proven extensive knowledge and use of MS Excel, Access, and Word.
• ESSENTIAL: Experience of working in a monitoring centre/IT Service desk, and using tools such as HP Openview
• ESSENTIAL: Experience of working with financial systems, ideally MS Great Plains
• DESIRABLE: ITIL Foundation Certificate

COMPETENCES:

Problem Solving  

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Functional/Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Time Management

Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Perseverance

Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.

Customer Focus    

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Peer Relationships

Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers, encourages collaboration; can be candid with peers.

 

Closing date:

Applications/CV’s to: HR Department, Ultra Electronics Airport Systems, The Oaks, Crewe Road, Wythenshawe, Manchester M23 9SS or email recruitment@ultra-as.com