Service Operations Analyst

If you’re reading this, we are excited for you. You’ve landed on the job description for a company that will obsess over your well-being with unrivalled work-life balance, your career development providing transparent career paths and learning support for everyone, and knows that you are unique and will celebrate that. If you are passionate about what you do and want a career in one of the most exciting yet stable industries, read on…

Egress, a KnowBe4 Company are a leading cyber security company providing global solutions to protect against human-activated risk. By aggregating data to derive intelligence, Egress is the only company able to predict future threats and prevent attacks or breaches – before they happen.

Egress is proud to support thousands of Enterprise customers across various sectors including Financial Services, Legal, Healthcare, and Government organizations. By protecting millions of employees worldwide from advanced threats, businesses can safely achieve their mission without unnecessary risk.

At the forefront of the IT Cyber Security industry, Egress can provide an unrivalled career path for someone looking to progress within the Service Management space.

The Team
Working in a team which is responsible for all elements of Service Management including the following aspects:

Change Enablement
Problem Management
Incident Management
Customer Service Reviews
Working closely with the Service Manager (SM) on all aspects of Service Management.
Working with key stakeholders around the business to implement any changes within the product suite ensuring the change enablement process is always followed.
Working with key stakeholders around the business to document any known problems and work to resolve these problems.
Working with key stakeholders around the business following the Incident Management process to ensure a swift resolution to any incidents.
Having a proactive approach regarding implementing ways of maintaining all problems.
Ensuring that all customers have regular service reviews as specified in their contracts.
The Role
Working with the immediate team to look at ways to further enhance or improve any of the Service Management processes for Egress.
Promoting the correct use of the all Service Management processes, policies and procedures.
Maintaining and making improvements to reporting dashboards and documentation.
Working to ensure any Service Level Agreements and Key Performance Indicators are tracked and met.
Contributing to post-reviews of major incidents/problems tracking root causes by working with key stakeholders across the business.
Proactively managing IT problems.
Maintaining the Known Errors Database (KEDB) ensuring it is up to date with workarounds and updating all key stakeholders
Chairing regular problem review meetings with appropriate stakeholders where needed.
Communicating with key stakeholders around the business regarding any Requests for Change (RFC’s).
Contributing to the creation of Service Reviews, including gathering information from around the business.
Working with key stakeholders in the wider operations dept collating information and producing regular reports.
Following the Incident Management process and escalation paths when an incident occurs, ensuring any ongoing incidents are tracked to enable a swift resolution for customers.
The Person
Experience of working within a Customer Service/Service Desk function.
Experience of dealing with Incidents and dealing with Key Stakeholders within the business.
Ability to communicate with stakeholders at all levels from different businesses.
Ability to create reports within a certain timeframe and keep them regularly updated.
Ability to work with moderate supervision.
Ability to work closely with senior management in the functional area.
Skilled in Microsoft Excel and other Microsoft Products.
Awareness of ITIL v4 Best Practises.
The company
We are proud of our uniquely agile, effervescent, and people-focused equal-opportunity environment. Our core values of Owning it, Being Bold, Doing the right thing and Being a bar-raiser run through everyone who works for us, and everything we do.

We are a sociable company and haven’t let a global pandemic stop us from continuing to enjoy the place we work even if is more of a virtual experience at times. The atmosphere across the business is friendly and supportive, with a constant desire to improve in everything we do! We are now back to running our monthly paid-for social activities as our offices continue to get busier! For those who are working remotely, we can’t promise the coffee you have in your kitchen will be as good as the free ones we have in the offices but the people you share it with will be just as warm and welcoming.

Diversity & Inclusivity:

Here at Egress we are committed to diversity, equity and inclusion. Our workforce has consistently sat above the national average for both BAME and female representation, but we recognize that we can always do more. Every job description is subject to scrutiny through a gender bias decoder ensuring our roles are as inclusive and attractive as possible. Our culture aims to nurture a welcoming and safe working environment for everyone with initiatives such as our employee-led Culture Club, dedicated mental health first aider network and regular awareness seminars all contributing to a great place to work whoever you are.

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