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Title Service Transition - Support Analyst
Ref HE/3289
Directorate IT
Location Bristol, Birmingham, Leeds or Manchester
Salary £28,644 - £31,078
Number of Positions 1
Working Pattern Full Time
Closing Date 22 Jan 2017

About Us

Highways England is the new government owned company responsible for driving forward our motorways and major A roads. This includes; modernising and maintaining the highways, running the network and keeping traffic moving. Over recent years, investment in our highways has increased. This has led to advances in technology, such as smart motorways; enabling traffic to flow better. However, even more is yet to be done.

Certainty of funding and greater flexibility will enable us to become a better business. In our first 5 years alone, we’ll invest £11 billion in motorways and A roads – boosting capacity, tackling congestion and improving safety. At the same time, we’ll improve how we work. That means we will be able to; plan roadworks better to minimise disruption; clear incidents more quickly; and save more than £1 billion by working more efficiently.

For further information on Highways England, please visit our website:

Job Description

We are currently recruiting for a Support Analyst to be based in either Bristol, Birmingham, Leeds or Manchester office.  

The purpose of this role is to support the smooth running of the Service Management team through business management and customer facing activities that are transitioning into a live service.

Key responsibilities:

Lead on Gate 5 discussions, deploy and manage relevant templates adopt the SRR communications strategy, identifying appropriate communications methods to cascade information to a variety of business areas and stakeholders.

Organise and Manage updates to the Transition Forward Schedule and ensure appropriate escalation occurs.

Support SRR checklist discussions and documentation ensuring effective configuration management into ‘Go Live’ Status. Lead on Early Life Support (ELS) meetings and make appropriate effective decisions whilst continuing to see projects through Gate 5 closure.

Support the Tower leads in the identification and supply auditable documentation for assurance of SRR for the life cycle of each Project / Programme. Role model the behaviours that encourage honest conversations around health, safety and wellbeing.                             

Provide guidance to stakeholders and colleagues;  own and manage the SRR mailbox ensuring effective management and prompt action is taken to continue to gain confidence for colleagues and stakeholders to engage.

To conduct business management activities in support of the Service Management Team.


Knowledge and experience of ITILv3, Service Management or demonstrated experience of working in a service management environment.

Able to demonstrate an excellent customer service in an operational environment.

Strong written and oral communication skills and experience of communicating with multiple customers with diverse needs and requirements.

Working knowledge of Microsoft Office – Word, Excel, PowerPoint, Visio Project.

Experience of business management process and procedures would be beneficial.

Experience of Service Desk or Portfolio office would be desirable

All applications must be accompanied with a current CV which will be used to assess your suitability for the role. Please ensure all the skills, experience and qualifications requested are clearly demonstrated in your CV as explained in the body of the advert.

Please note that Highways England reserve the right to close the advert before the advertised closing date should a sufficient response have been received.  Therefore, please complete your application as soon as possible to avoid disappointment.

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