Service Desk Planning and Communication Analyst

An excellent opportunity has arisen for a Service Desk Planning & Communication Analyst to join our Service Desk Team in Admiral.

About the Team

The Service Desk team in Admiral Insurance is dedicated to providing excellent customer service through a variety of channels including via telephone and our ITSM tool. Adhering to Service Level Agreements, the team provides front-line support to over 8,000 internal customers based in Wales, Halifax, and India. Currently, the majority of staff are working remotely 80% of the time which has provided exciting opportunities for the development of our skills and ways of working.

The Role

As the Service Desk Planning & Communication Analyst, you will work closely with colleagues and stakeholders across the business to deliver communications to support our key strategic goals and embed sustainable change. You will support the Department in managing activities, resource and time with a view to accomplishing business objectives.

Job Purpose

As an operational team managing BAU incidents & requests it can often be difficult to visualise & plan CSI for the Service Desk. This role will help us categorise improvement areas, prioritise initiatives and visualise progress. This will be achieved through traditional and agile project planning skills and strong communication techniques.

Main Duties

• Use ServiceNow visual task boards to manage & prioritise workstreams
• Maintain a Jira Backlog of all initiatives and work to do
• Produce visual roadmaps so that all ITSD colleagues and stakeholders clearly understand direction of travel
• Continually review and communicate progress updates against stated goals
• Create a range of inclusive and accessible communications collateral for multiple audiences, tracking feedback and ensuring appropriate sign-off
• Manage a consistent communications and content planner and ensure communication plans are kept up to date
• Collaborate with technology and transformation teams to assist in the execution of the ITSD strategy
• Recommend knowledge, training, awareness and/or communications of improvements

This is not a full definition of the role but covers the main aspects and drivers for success.

Behavioural Competencies

Planning

Develops long-term plans to realise large and/or complex projects/programmes and ensures that resources/time/costs are on track

Communications

Ensure that all communication is clear and appropriate for its intended audience. Able to communicate with employees of all levels including senior management. Able to communicate appropriate levels of details to technical and non-technical audiences.

Challenging

Be prepared to challenge the status quo and make suggestions for improvements. Be willing to voice an opinion on all matters respectfully whilst being receptive and resilient to feedback and challenge.

Teamwork

Take a proactive lead in creating a supportive team environment. Readily be available to help support the team. Can collaborate with employees of all levels and technical understanding.

Proactive

Able to see what needs to be done and take action. Well organised and able to prioritise tasks. Able to manage workload correctly with little supervision.

Technical Capabilities (SFIA)

1. Portfolio, Programme and Project Support: Level 3

• Provides administrative services to project boards, project assurance teams and quality review meetings.
• Uses recommended portfolio, programme and project control solutions for planning, scheduling and tracking.
• Sets up project files, compiles and distributes reports.
• Provides guidance on project management software, procedures, processes, tools and techniques.

2 Business Analysis: Level 3

• Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organisation.
• Assists in defining acceptance tests for these recommendations.

3. Content Authoring: Level 2

• Works with colleagues and clients to understand audience needs and to assimilate source material.
• Creates draft content to meet the requirements of the audience as clearly, simply and quickly as possible.
• Applies guidelines and standards to moderate content from others, escalating where appropriate.

4. Data Visualisation: Level 3

• Uses a visualisation product, as guided, to design and create data visuals.
• Selects appropriate visualisation techniques from the options available.
• Engages with the target user to prototype and refine specified visualisations.

Experience and Qualifications Required

Desirable:

• Experience of working in an IT project or release environment with exposure to development and infrastructure concepts
• Prince Foundation
• Axelos: PPM, Portfolio, P30
• Waterfall/Agile project methodology awareness
• ITIL qualification(s)

Essential:

• Organised and able to plan own & others’ workloads effectively
• Great communicator – can make complex ideas easy to understand
• Able to plan using software applications
• Ability to document and share key findings
• Able to process new information and make informed decisions
• Influencing, negotiating and communication skills with the ability to adjust style to suit a variety of stakeholders and achieve objectives
• Can visualise tasks and can communicate plans to others

Interview Process

• There will be a 1 stage interview process for this role. 
• Interviews will take place during the week commencing 19th September.

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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