Graduate IT Service Operations Analyst 2021

Our 2 year Graduate Programme

On joining the Leonardo graduate programme, you will be provided with a wealth of development opportunities in both virtual and applied working environments. On our programme you will engage with challenging and exciting project work, and deliver innovative business or technical solutions as part of a team of subject matter experts. Throughout the programme you will receive coaching and support from your team to achieve your objectives as well as your personal development goals.

You will gain a wide array of experience in your day to day role, however as part of the programme you will also complete a number of development modules and activities over a two year period. These modules and activities are designed to provide you with the knowledge and skills required to realise your full potential. Leonardo is committed to developing our graduates into leading technical or business professionals, and as such we will also support you through your preferred route for chartership.

At Leonardo we value individuals who continuously demonstrate a dedication to their personal development, and this is no different for our graduates completing our Graduate Development Programme. We are looking for highly motivated individuals who are willing to take on a challenge to fill our graduate roles, and we will demand a high degree of customer focus and work performance from you in order to meet our operational challenges. If you are willing able to commit to giving your best performance, you will find Leonardo a very rewarding place to work!

Role Description

The purpose of this role is primarily two-fold;

• Subject matter expert and recognised owner within the IT Service Operations team for assigned core and supporting service operation processes.
• Provide support for a variety of day-to-day IT service operational improvement initiatives and activities at Edinburgh and across other assigned UK Site locations.

Key Responsibility Areas

• Subject matter expert and recognised owner within IT Service Operations for assigned and specified activities relating to the execution of core Service Operation Processes (e.g. Incident Management, Problem Management, Event Management, Access Management and Request Fulfilment).
• Take ownership of assigned supporting processes (e.g. Analytics, Communications, Customer Satisfaction, Catalogue Management, Knowledge Management, Data Analysis, Service and Performance Reporting, Service Transition interface, Continuous Service Improvement etc.).
• Act as day-to-day site point of contact for assigned IT matters, analysing each requirement to ensure it is filtered and assigned correctly for resolution across the wider IT Team.
• Proactively provide support, guidance and training to the business as required in the use of IT facilities.
• Provide support to the Service Operations Team and wider IT Team as directed.

How will we support you?

We want to support you and encourage you to fulfil your potential through:

• Competitive starting salary & relocation allowance (subject to eligibility)
• Accelerated graduate performance reviews
• Generous holiday entitlement and flexible working arrangements
• Contributory pension scheme
• Private healthcare options
• Employee discounts with selected suppliers (including gym membership)
• Discounted coffee bar & restaurants at each site
• Free on-site parking.

Nationality and security clearance

Please note that in order to apply for this opportunity you must be eligible for UK Security Clearance. Normally this is to the level of Security Check (typically known as “SC”) for our business.

Qualifications

All of our roles require (a) a minimum of an upper Second class Bachelors/Integrated Masters degree, or (b) a higher degree, such as a MSc or PhD. In all cases the subject should be engineering, mathematics, physics or another relevant discipline.

Knowledge, experience or exposure to the following would be beneficial;

• Technical Aspects (Desktop, Directory Services, Network, Server, Database etc.)
  IT Service Operation Processes (e.g. Incident Management, Problem Management, Request Fulfilment, Access Management and Event Management)
• Other IT Service lifecycle stages (e.g. Service Transition and / or Continuous Service Improvement)
• Service Desk operation
• Applications Development / Management
• Project Management

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