ITSM Tools Apprentice (IS business Analyst Apprentice)

Old Mutual Wealth Limited
Old Mutual House, Skandia House, Portland Terrace, Southampton, SO14 7EJ
£24,000.00 annually
17 Dec 2018
04 Jun 2019
Role Type
Apprenticeship, Higher
Start Date
Contribute to the ongoing maintenance and development of the primary Service Management toolset and the design principles that support it.

Duties will include:
  • Propose, develop and manage implementation of enhancements that leverage the capability of ServiceNow and other tools that support Service Management processes
  • Help prioritise enhancement and defect work to improve the tool
  • Provide oversight for Service Management processes to ensure alignment, consistency, efficiency and effectiveness
  • Develop Knowledge Articles to support the usage of the toolset
  • As the apprentice gains experience, they should be able to conduct Business Analysis of processes, challenge existing practices and reengineer/improve processes
  • Represent IT Operations and Service Management organisation across OMW
  • Interface with tool users to gather feedback, inputs to design, requirements and direction for the toolset
  • Engage with 3rd parties regarding use of the toolset, on boarding new teams and new processes
  • Business engagement - be a contact point for business feedback, attend business focussed sessions, as required, to discuss and progress (in conjunction with the ITSM Tools Manager) any issues, comments or usability of the ServiceNow tool

Requirements and prospects

Desired skills

  • Excellent interpersonal and communication skills
  • Develop and maintain relationships with peers, senior managers and other stakeholders
  • Ability to effectively prioritise and execute tasks
  • Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms
  • Able to manage the conflicting demands and tensions of a range of stakeholders
  • Good attention to detail
  • Able to analyse a process and recommend solutions
  • Problem solving skills
  • Willingness to learn

  • Act with integrity, due skill, care and diligence
  • Ensure customer outcomes are the focus of our business and we are respected by regulators

Stronger together:
  • Collaborate with peers within the team and other immediate teams
  • Share openly and be transparent
  • Adopt a responsible approach

  • Maintain our entrepreneurial culture
  • Strive for continuous improvement
  • Lead by example

Personal qualities

  • No specific experience required, although an interest in technology solutions is desirable
  • Basic understanding of office environment and working practices

Desired qualifications

Nothing specific, although should be able to prove ability to communicate in a clear and concise manner.

  • GCSEs (or equivalent) inEnglish and Computer Science

Future prospects

By working hard and demonstrating your ability, drive and commitment throughout your apprenticeship scheme, upon completion you may be offered a permanent contract dependant on the needs of the business ensuring you have further opportunities to continue growing within this exciting organisation.

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