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Service Analyst

Date:  01-Aug-2022
Company:  DWR Cymru Cyfyngedig Welsh Water Plc
City:  Cardiff

Cardiff, Wales, GB, CF3 0LT

Job Requisition Number                              3371                                                                              
Work Type Permanent
Job Function IT
Salary Range £29,132.00 -£34,404.00 


Closing Date

South East Hub

23:59 14/08/2022


Who we are


Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.


To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.


We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 


To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.


In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

What you’ll be responsible for


As the Service Analyst, you will be an integral part of the ITS Service team which delivers ICT service to the DCWW user base and its subsidiaries. You will work across Service, supporting ITIL functional leads and process owners to effectively govern service performance, working with ITS and Vendor Teams.  


You will produce accurate service reports, manage first escalation processes, and coordinate multiple teams to effectively manage workload within SLA. You will coordinate suppliers’ meetings, capture minutes/actions and follow up in a timely manner to ensure Service Excellence is achieved. You will also: 


  • Managing the delivery of metrics used for the measurement and reporting of service performance, covering the services provided by ITS and its service providers
  • Analyse metrics supplied by service providers, ensuring completeness and accuracy compared to the metrics recorded by ITS Service and ensure its inclusion in the wider service reporting pack
  • Act as an escalation point for user issues which may require progress as the result of a breakdown in process or a delay in resolution.  Represent the user through the escalation lifecycle until resolution
  • Follow up tasks to support functional leads and process owners, effectively managing Service Governance
  • Accurately record updates and information in the ITSM tool aligned to relevant processes and modules
  • Minute and capture relevant actions, risks, issues and potential service improvements out of internal and external review sessions and work with the relevant area to ensure progress
  • Proactively review all resolver queues and liaise with team leads to ensure appropriate queue management is instilled throughout the organisation to meet agreed service levels
  • Other activities as appropriate to ensure the satisfactory delivery of reliable IT Services into the business

Who you’ll work with


  • Chief Technology Officer (CTO)     
  • ITS Leadership Team     
  • All DCWW IT users     
  • ITS Partners and 3rd party contractors     
  • ITS Service Analysts
  • Senior DCWW Colleagues
  • ITS Senior Leadership Team

About you


Knowledge, Skills and Experience 


  • Educated to A ‘level (or equivalent) and 2 years relevant experience
  • Good understanding of ITIL disciplines
  • A good understanding of IT service management or previous experience in a technical role 
  • ITIL V3/4 Foundation Certificate
  • ITIL Service Operations ( desirable )
  • Previous experience of managing multiple stakeholders in a high-pressured environment
  • Excellent  knowledge of Microsoft Office Suite, in particular MS Excel to a standard to produce complex and lengthy reports
  • Strong written and oral communication skills and an open communication style with the ability to share ideas of new ways of working to improve efficiency
  • Be able to work in a pressurised situation
  • The ability to make informative decisions with minimal support and act promptly
  • Proactive disposition with good influencing skills

Good to know


Home/Office Work - Hybrid approach to business needs


For any questions or any more information about the role please contact: 




As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:


•    Variable pay schemes (your salary will always stay the same, but depending on the performance of the company you could receive a yearly bonus)
•    Enhanced employer pension contributions – Up to 11% employer contributions
•    Enhanced family friendly policies
•    Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
•    Reduction on gym memberships and high street shopping
•    Cycle to work scheme
•    Car-leasing scheme
•    Health Cash Back scheme
•    An employee assistance programme for employees and their immediate family


Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.







Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

© Dŵr Cymru Cyf 2019.

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