ITSM Platform Support Analyst

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VN-7088

Permanent

London

Competitive + Benefits + Bonus

12 November 2017

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Develop and follow a structured approach to platform development, release and implementation as per defined and agreed processes and policies. 

  • Responsible for day to day service.
  • Manage end to end relationship with 3rd Party service providers and vendors for the on-going development of the platform and ensure they work effectively to maximise value.
  • Awareness of ITSM platform provider’s roadmap, understanding new capabilities and opportunities for further value add within LGIM, providing recommendations & engaging with relevant areas within LGIM.
  • Manage product upgrades and strategic roadmap
  • Work with Catalogue Analyst to evolve of the End User Portal ensuring it enhances the user experience providing an efficient and fit for purpose front end to IT Services.
  • Membership and input to the ITSM Governance Group
  • Ensure the rapid and effective handling of requests, tasks and Incidents whether directly or through 3rd party supplier.
  • Develop and follow a structured approach to platform development, release and implementation as per defined and agreed processes and policies. 
  • Provide expert guidance to all support teams within LGIM and assist in their training and knowledge development
  • Provide automated reporting capabilities to ITSM Governance Group to evolve IT Management Reporting and subsequent decision making through improved and more extensive use of the platform, its capabilities and interfaces to other toolsets
  • Work with Service Level Manager to implement and maintain SLA’s and OLA’s into the platform to support and report on Service provision. Provide SME guidance to SLA Manager for all aspects of Servicenow SLA tracking and reporting
  • Expert understanding of ServiceNow for development and administration
  • Configuration and customisation of all aspects of ServiceNow - Workflow, UI, from design
  • Understanding of Servicenow Discovery and CMDB population
  • Ability to train others to same administrative level
  • Understanding of Service Management processes and procedures, with at least ITIL Foundation Certificate   
  • Good troubleshooting skills, preferably with background from application support organizations.
  • Attention to Detail: Must be able to demonstrate the ability to record accurately all steps involved in support and maintenance.
  • Ability to understand, create and modify JavaScript

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, at least 22 days’ (with potential to rise to 25 days) holiday, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

About L&G

LGIM is the investment management arm of Legal & General Group, a FTSE 100 company. We are one of Europe’s largest asset managers and a major global investor, with global assets of £894bn/U$1,105bn/ €1,047 billion*.  Our success comes from our focus on clients - providing them with services and solutions that meet their needs. We offer strategies across the full spectrum of asset classes, including equities, bonds, property, alternatives and cash, as well as multi-asset strategies tailored to the needs of institutional and retail investors.

LGIM is one of the world’s leading providers of index fund management. We are at the forefront of developments in liability-driven risk management solutions for defined benefit pension schemes, a leading provider of defined contribution solutions and also offer wide range of strategies to help our clients manage their investment objectives. LGIM continues to innovate as markets evolve, building strong relationships with clients including pension scheme, sovereign wealth funds, wealth managers and other professional investors.

We understand that our scale brings responsibilities. We play an active role in the companies we invest in, from exercising shareholder voting rights to directly engaging with companies at a board level. By engaging with businesses, we aim to unlock value for investors and shape the future and sustainability of financial markets.

In addition to having a leading position in the UK, we have selectively expanded into new markets across Europe, the Middle East, Asia and the US. We believe that translating our capabilities to reflect the needs of our international clients will mean we are well placed to help them achieve their objectives.

*as at 31 December 2016, including derivative positions and advisory assets. These figures include assets managed by LGIMA, an SEC Registered Investment Advisor.

About the business area

Legal & General Investment Management (LGIM) is one of Europe’s largest institutional asset managers and a major global investor. And throughout the past 40 years we’ve built our business through understanding what matters most to our clients and transforming this insight into valuable, accessible investment products and solutions.

Back to search

About L&G

LGIM is the investment management arm of Legal & General Group, a FTSE 100 company. We are one of Europe’s largest asset managers and a major global investor, with global assets of £894bn/U$1,105bn/ €1,047 billion*.  Our success comes from our focus on clients - providing them with services and solutions that meet their needs. We offer strategies across the full spectrum of asset classes, including equities, bonds, property, alternatives and cash, as well as multi-asset strategies tailored to the needs of institutional and retail investors.

LGIM is one of the world’s leading providers of index fund management. We are at the forefront of developments in liability-driven risk management solutions for defined benefit pension schemes, a leading provider of defined contribution solutions and also offer wide range of strategies to help our clients manage their investment objectives. LGIM continues to innovate as markets evolve, building strong relationships with clients including pension scheme, sovereign wealth funds, wealth managers and other professional investors.

We understand that our scale brings responsibilities. We play an active role in the companies we invest in, from exercising shareholder voting rights to directly engaging with companies at a board level. By engaging with businesses, we aim to unlock value for investors and shape the future and sustainability of financial markets.

In addition to having a leading position in the UK, we have selectively expanded into new markets across Europe, the Middle East, Asia and the US. We believe that translating our capabilities to reflect the needs of our international clients will mean we are well placed to help them achieve their objectives.

*as at 31 December 2016, including derivative positions and advisory assets. These figures include assets managed by LGIMA, an SEC Registered Investment Advisor.

About the business area

Legal & General Investment Management (LGIM) is one of Europe’s largest institutional asset managers and a major global investor. And throughout the past 40 years we’ve built our business through understanding what matters most to our clients and transforming this insight into valuable, accessible investment products and solutions.