Service Transition Analyst (10 months FTC) – Herbert Smith Freehills (London)
With nearly 5,000 staff, including 2,800 lawyers, Herbert Smith Freehills is one of the largest, fully-integrated law firms in the world and is the leading firm in Asia Pacific.
We advise many of the largest and most ambitious organisations across all major regions of the world. Our reputation for providing outstanding legal expertise is thoroughly deserved: we are globally pre-eminent in all forms of dispute resolution and an international leader in corporate and finance. We are one of the world’s top-ranked energy and resources firms. We offer our clients a top-tier capability across a single global platform with a distinctive focus on industry sectors and an un-paralleled depth of expertise.
Join us, and you will work with inspiring people, many of whom are leaders in their fields. You will be faced with demanding and intellectually stimulating work that will require more than just technical ability. You will need to have a sense of the bigger picture, the ability to cut to the heart of the matter and a gift for developing exceptional working relationships. With more than 20 offices across the globe in fast-growing markets like China, Indonesia and Russia and established centres like the UK, Europe, the US and Australia, we can offer you the international opportunities that only a leading global practice can provide.
We recognise that the success of our business and our clients relies on the skills, knowledge and ideas of all our people. Our environment is one in which high performance is expected, in return, we will provide you with rewards and opportunities tailored to your personal and professional goals.
Located in the heart of the City of London, our Exchange Square offices give us easy access not only to our clients but also to many of the social and cultural attractions of one of the world’s most exciting cities.
Division / Department description
Efficient and effective IT systems are essential to the effective operation of a global law firm like Herbert Smith Freehills. The information technology team keeps our global team of lawyers and the supporting business services staff connected whether we’re in the office or on the move.
Information technology is responsible for everything information systems–related. That includes:
technical support: IT helpdesks, asset management (including laptops and mobile devices) and technical training
infrastructure: networks and systems, servers (real and virtualised), disaster recovery, business continuity and IT security
development: designing and acquiring business applications.
While the roles within the division may vary, all involve providing the very best services and systems. You may also have the opportunity to work on challenging projects across the firm.
To succeed, you will have a strong focus on client service, be able to come up with creative solutions and see beyond complexity to identify the core issues facing the business. In return, we can offer a rewarding career at the forefront of the legal and IT professions, with significant scope for professional development
The Service Transition Analyst role is to work with in a team which are responsible for ensuring a smooth transition into the production environment of all IT related projects.
This is a vital role within the department and provides the link between the technical and Information Technology Services teams. Working closely with the project and programme managers to ensure all implementation activities are completed before go live to ensure that all transitioned services meet the appropriate levels of quality and supportability.
Accountable for the Service Transition Team involvement in the research and deployment planning for assigned IT Projects and activities
Responsible for the updating and management of the service catalogue for each of the IT services offered to the business
Accountable for successful implementation of new services into the production environment as a work stream lead or resource.
Ensuring the project team considers the effect on IT teams during decision making and subsequently organises necessary support plans to support these decisions
Making sure that the service management tool (ServiceNow) is populated with correct information before going live and during the implementation phase
Ensuring all documentation pertaining to the deployment of new projects/services is correct and is handed over to the operational teams to be maintained
Managing the teams input in to tracking and reporting on effectiveness of the new service once in operational status over a measured time period to ensure that project deliverables meet expectations
Responsible for contributing to quality control phase of project framework including known error control
Providing Information Technology Service teams with continual updates on IT Projects and activities
Working with Change Management to set customer expectations for those impacted by the change, raising awareness of the business reasons
Contributing to the communication of new services to the business
Managing the ‘service control’ element of new changes which are processed through the Change Advisory Board
Deputising for the Team Manager when applicable
Good educational background, with good ‘A’ levels or similar level, and preferably to degree/ similar level or professional qualification or accreditation. ITIL Expert qualifications are an advantage as are PRINCE2 or other formal project management methodologies.
Experience of Role: Must be able to demonstrate success in a similar role. Candidate must demonstrate ability to deliver outstanding service in a high-pressure environment working in a medium to large organisation.
Technical: A thorough understanding of all ITIL processes and functions in particular those related to Service Transition. A thorough understanding of various project methodologies. Proficiency in Microsoft Office 2010 and Windows 7.
Skills: Excellent analytical skills with the ability to take an holistic view across a range of technical domains. Excellent customer service skills both face to face and over the telephone, with the ability to liaise with staff at all levels.
Industry knowledge: Experience of a law firm, or of working in a professional services environment (e.g. consulting or accounting) would be a distinct advantage, although not essential.