Service Desk Functional Analyst
Capita Public Service is seeking an experienced Service Desk Functional Analyst to help design, develop, and implement service desk operations for a major public sector transformation programme. In this role, you’ll collaborate closely with clients, technical leads, and cross-functional teams to deliver high-quality, user-focused service experiences. You’ll play a key part in defining Capita’s Service Blueprint, shaping operating models, aligning processes with ERP capabilities, and supporting service transition and integration. This fully remote position offers an excellent opportunity to apply your service design expertise within a complex, multi-party environment while contributing to the digital transformation of public services across the UK.
Application accepted until position is filled
Requirements
1. Proven experience in Service Design and Operating Model development.
2. Background in shared service environments or multi-party programmes.
3. Strong understanding of phased service transitions and service operations.
4. Ability to align design with out-of-the-box solution capabilities.
5. Proactive problem-solver with excellent analytical skills.
6. Experience supporting service testing and transition activities.
7. (Desirable) Familiarity with GDS methodology or Oracle Fusion ERP.
8. (Desirable) Understanding of WCAG 2.2 accessibility and UX principles.
Benefits
1. Competitive salary plus comprehensive benefits package.
2. Fully remote, flexible working arrangement.
3. 23 days’ holiday (rising to 27) with option to purchase more.
4. Paid volunteering day for charitable causes.
5. Pension, life assurance, and cycle-to-work scheme.
6. Enhanced family leave including 15 weeks’ fully paid maternity, adoption, and shared parental leave.
7. Discounts on retail, travel, health, and wellbeing services.
8. Access to Employee Network Groups promoting diversity and inclusion.
Responsibilities
1. Contribute to the design of the Service Desk Blueprint and Operating Model.
2. Collaborate with client and third-party SMEs to support service integration.
3. Develop detailed service designs prioritising user experience.
4. Support the creation of training materials and testing documentation.
5. Align service design with ERP and Capita capabilities.
6. Participate in workshops, stand-ups, and cross-functional meetings.
7. Ensure compliance with service standards and quality assurance processes.
8. Contribute to service transition planning and early rollout support.
9. Present progress updates and incorporate stakeholder feedback.
The application process will continue on the employer's website.