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Job Introduction

The UK Health Security Agency (UKHSA) has been set up to provide health security for the nation by protecting from infectious disease and external hazards. It will take action to mitigate threats to health before they materialise. UKHSA will be a trusted source of advice to government and to the public.

A transformation programme has been set up to support the Information Management, Data Governance and Privacy (IMP) function to provide UKHSA colleagues with the knowledge, tools, and support to process data and information lawfully.

Role ends 31st March 2024 - with travel to Canary Wharf twice per month.

Main Responsibilities

• Lead stakeholder engagements including preparing for and organising workshops / meetings / interviews with teams / users / stakeholder group
• Support business users during the UAT process and communicate feedback to the delivery team
• Capture high quality detailed requirements and maintain them in a requirements catalogue
• Analyse and evaluate As-Is processes and develop To-Be solutions and process flows preferably using BPMN or other suitable standards
• Working closely with Service Owners to design services, document and share for feedback
• Own and manage end-to-end Service Management and any related service management documentation (Service Management Plan, Service Catalogue, Service Portfolio etc).
• Be the single point of contact for service escalations, ensuring that all service issues raised are appropriately managed, tracked and communicated
• Support the development, implementation and continual improvement of the Service Strategy on behalf of Leadership
• Ensure that appropriate relationships are built and maintained with Key Users and coordinate forums where appropriate with all resultant actions completed effectively
• Develop, agree and manage action plans in response to stakeholder feedback to ensure customer satisfaction with the quality of service provision
• Be the interface with IT with reference to the Service Management tool (ServiceNow) for any future developments or improvements to Services
• Ensure the profile and perception as a service organisation is enhanced with all stakeholders whether internal or external, by delivering a professional service
• Oversee and ensure business expectations are appropriately set, and are met, and take responsibility for corrective actions where non-conformance is identified
• Identify and input to improvements to service and customer experience as part of Continuous Service Improvement (CSI)
• Identify, and highlight to management, risks that could seriously affect services
• Work in a complex environment in which stakeholders’ views are diverse and challenging; the post holder will need to engage in negotiation and diplomacy
• Build key relationships with Service Owners to ensure that effective communication channels exist and there is a common understanding of priorities and expectations from both within the team and from its customers
• Act as subject matter expert for Service Management, providing knowledge and expertise to the team where appropriate and communicating priorities, objectives and key activities effectively
• Participate in the service review processes, when required by the Service Owners, to articulate specific service feedback, utilisation, issues and satisfaction

The Ideal Candidate

Essential Criteria

• ITSM related certification: e.g. ITIL
• ServiceNow certification or significant experience of ServiceNow
• Ability to positively influence and persuade others (often challenging audiences at all levels where there may be resistance to change) to take a specific course of action by integrating logic, emotion, and information to construct complex yet persuasive arguments
• Excellent negotiation, influencing and problem resolution skills
• Acting at a level within the organisation as required by leadership; it is expected that the post holder will develop and maintain relationships with peers and stakeholders both internally and externally
• Demonstrates a strong business relationship management track-record having worked at an appropriate level for at least 3 years
• Experience of using automated systems to support specific business functions or processes as well as an understanding of Service Management toolsets (i.e. ServiceNow)
• Experience of delivering reports to a designated reporting cycle
• Excellent communication and presentation skills including proficiency in Microsoft PowerPoint
• Experience of creating very clear process flows including proficiency in MS Visio

Desirable Criteria

• Knowledge of information governance and information management, or willingness to learn
• Experience of working in a public sector
• Experience of working in an agile project delivery environment