Reporting to the Assistant Director for the Digital Platform Management Team, the APS6 Senior Service Analyst is responsible for providing advanced technical support, troubleshooting complex issues, and ensuring seamless IT operations. They may manage software issues, drive service improvements, and mentor junior staff. Highly skilled in identifying emerging technical problems, research, and documentation. The Senior Service Analyst will assist the IT Team leader for Digital Platform Management in building and maintaining process and structure around IT Service Monitoring and Incident Management. We are a culture-driven organisation that values collaboration, innovation, and continuous improvement. As a Senior Service Analyst, you will play a key role in ensuring the performance, reliability, and evolution of our digital services. This role is ideal for someone who not only brings deep technical and analytical expertise-particularly in incident management, Dynatrace, and Azure Application Insights-but also thrives in a team-oriented environment and acts as a positive influence across teams. You'll help shape a high-performing, supportive culture while driving service excellence and operational resilience. The key duties of the position include Responsibilities of the APS Level 6 may include: Lead incident management activities, including triage, coordination, communication, and resolution of major incidents. Analyse service performance data to identify trends, recurring issues, and areas for improvement. Develop and maintain service dashboards, reports, and KPIs to monitor service health and performance. Collaborate with technical teams to investigate root causes and implement corrective and preventive actions. Drive continuous improvement initiatives across incident, problem, and change management processes. Act as a liaison between IT teams and business stakeholders to ensure service expectations are met. Participate in post-incident reviews and ensure lessons learned are documented and acted upon. Mentor junior analysts and contribute to the development of service management best practices.
