Change & Operational Support Administrator

Digital Space is a leading UK converged managed service provider delivering excellence in Connectivity, Unified Communications and Collaboration, Cloud and Hosting, Security and IT Managed Service Solutions to its customers, through Service Operations based in Newark and Telford.

Our culture is customer-centric, serving loyal and trusted customers across our specialist verticals including Hospitality and Leisure, Retail, Government and Not-for-Profit, Manufacturing & Construction, Commercial and Financial and Professional Services. An example of our valued customers include Greene King, Burger King UK, St John Ambulance, Roxel and the Motor Fuel Group to name but a few.

Over 80% of our colleagues are in customer facing roles, and as valued members of the Digital Space team benefit from training and professional development, flexible working options, Medicash, quarterly company incentives and a variety of health and wellbeing services. As a company we are always seeking talented people, so if you're looking for a new challenge as part of a fast-paced industry in a business with exciting growth plans, then we'd like to hear from you!

Type: Permanent 

Location: Telford 

Are you looking for a varied role in a great team? If you have a working knowledge of ServiceNow or previous experience of a service management toolset please keep reading! 

About the Role: 

The position is split into two distinct roles: - Processing and monitoring of requests as they pass through the DS Change Management process - Creation and update of user accounts on customer specific provisioning system.

KEY RESPONSIBILITIES: 

Change Management 

• Ensure all change requests and planned work notifications are logged and tracked throughout their lifecycle 
• Gaining necessary internal and customer work approvals prior to activities taking place 
• Identification and allocation of appropriate technical resource to implement sometimes competing change activities 
• Take ownership of customer interaction, accepting personal responsibility to see it through to resolution and delivering customer service excellence 
• Assist in the accurate creation of reports on the progress of change tickets and team performance 
• Ensure that there is effective communication between all areas by following up actions from the CAB and communicating outcomes and progress in a timely manner  

User Provisioning

• Create and manage customer user accounts
• Professionally handle customer queries related to account creation and amendment 
• Update diagnostic, training, and procedural documentation 
• Contribute to service improvement process by participating in regular team meetings 
• Ensure customer information, including password details, is securely held by following company data protection policy 
• Use diagnostic tools to proactively resolve access issues

Experience

• Experience of IT service delivery and of the ITIL framework, preferably with exposure to the Change Management function 
• Exposure to basic information technology concepts e.g. networking, Windows\Linux servers, virtualisation in a previous role 
• Strong written and verbal communication skills 
• A general interest in all areas of information technology 
• Working knowledge of ServiceNow or previous experience of a service management toolset 
• Intermediate skills in the use of Microsoft Word, Excel and Outlook with previous exposure to Teams and SharePoint desirable 

Other: 

• Valid full UK driving licence  

At Digital Space we embrace the power of diversity and inclusion to drive innovation, creativity, and success. We believe that a diverse workforce, representing a wide range of backgrounds, perspectives, and experiences, enriches our workplace and enhances our ability to serve our customers and communities. We are committed to fostering an environment where all employees can thrive, regardless of their race, ethnicity, gender, sexual orientation, age, ability, or background. We actively seek to create an inclusive culture where every individual feels valued, respected, and empowered to contribute their unique talents. Join us in building a brighter future that celebrates diversity and promotes equality in everything we do.