Incident and AMS Supplier Analyst

Job Title: Incident and AMS Supplier Analyst
Contract Type: Permanent
Location: Bedfordshire, Bedfordshire
Salary: Negotiable
Start Date: asap
Reference: 67636-ITENG-KIE
Contact Name: Kim Eager
Contact Email:
Job Published: September 22, 2016 16:50

Job Description

Incident and AMS Supplier Analyst - Bedfordshire

The Incident and Supplier Management team is responsible for the Management of incidents and suppliers on
behalf of Customer Services. The Incident and Supplier Analyst is responsible for the day to day management of
incidents (across all services) and suppliers for CTS (LINK ATM Services). Additionally they will provide support
to other Customer Service functions such as Customer Service Management and the AMS Contact Centre.

Incident Management
* Responsible for ensuring that all incidents, regardless of their priority, are being progressed & resolved against the defined SLAs
* Management of Major Incident Communications to users (during business hours)
* Identify and agree customer focussed metrics to measure performance of incidents across all delivery teams, including Customer Services
* Perform trend analysis across all incidents to support Problem Management
* Attend and contribute to Service Performance Reviews with customers or suppliers where required Supplier Management for CTS (LINK / ATM Services)

Supplier Management for CTS (LINK / ATM Services)
Host Service Performance Reviews with internal and external suppliers
* Track the performance of suppliers
* Escalation point internally and externally for supplier related events
* Agree service model with suppliers to ensure the service they deliver is in line with our contractual commitments

Customer Services Support Generic Duties
* Learn about the organisations products and services and keeping up to date with all changes
* Build relationships with the internal support groups across the organisation

* Strong influencing and facilitation skills
* Confident in ability to present facts in written and oral format
* Statistical analysis
* Excellent communication skills
* Proficient in the use of all Microsoft Office programs Confidential 3 Skills Essential Desirable
* Attention to detail Ability to work within a fast changing, demanding environment
* Level headed and proven ability to work under pressure
* Proven ability to communicate with Senior Management, both internally and externally
* Self-starter, pro-active approach.
* Customer service background Qualifications Essential Desirable