The University of Sheffield is a remarkable place to work. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world-class university.

We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more. Find out more about our benefits (opens in a new window) and join us to become part of something special.

Overview

We are seeking an experienced Service Performance Analyst to join our IT Service Operations Team. This specialist role will transform complex operational data into actionable insights that drive strategic decision-making and service improvements across the university's IT operations.

As our Service Performance Analyst, you will serve as a critical bridge between raw operational data and strategic decision-making within IT Services. You will apply advanced analytical techniques to diverse data sources, identify trends and patterns, and translate technical data into accessible insights for various stakeholders.

Main duties and responsibilities

• Design and implement data collection methodologies across systems to consolidate information from disparate sources
• Apply statistical methods and analytical techniques to identify patterns and trends in service operations data
• Develop predictive models to forecast service demands and resource requirements
• Create comprehensive dashboards and visualisation tools for monitoring real-time service performance
• Translate analytical findings into actionable operational recommendations to support evidence-based decision-making
• Identify optimisation opportunities and efficiency improvements across IT service management functions
• Prepare regular reports for departmental leadership and university stakeholders
• Present complex findings in accessible formats for technical and non-technical audiences
• Develop custom analysis in response to specific business questions and strategic planning initiatives
• Create and maintain predictive models for service demand forecasting and incident prioritisation
• Carry out other duties, commensurate with the grade and remit of the post

Person Specification

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.

Essential criteria

• Degree in Data Science, Statistics, Computer Science, or related field (assessed at: application)
• Proven experience in data analysis, business intelligence, or related analytical role (assessed at: application/interview)
• Strong skills in data visualisation tools and dashboard creation (assessed at: application/interview/assessment)
• Proficiency in statistical analysis techniques and methodologies (assessed at: application/interview/assessment)
• Experience with data integration from multiple sources (assessed at: application/interview)
• Excellent communication skills with the ability to translate complex data into understandable insights (assessed at: interview)
• Experience in creating analytical reports and presenting findings to stakeholders (assessed at: interview)
• Extensive knowledge and use of Power-BI
• Ability to work independently and collaboratively within a team environment (assessed at: interview)

Desirable criteria

• Experience in IT service management or related operational contexts (assessed at: application/interview)
• Knowledge of ITIL frameworks and service management principles (assessed at: interview)

Further Information

Next steps in the recruitment process

We plan to let candidates know if they have progressed to the selection stage within two weeks of the closing date. If you need any support, equipment or adjustments to enable you to participate in any element of the recruitment process you can contact it-services-recruitment@sheffield.ac.uk

Our vision and strategic plan

We are the University of Sheffield. This is our vision: sheffield.ac.uk/vision (opens in new window).

What we offer

• A minimum of 41 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
• Flexible working opportunities, including hybrid working for some roles.
• Generous pension scheme.
• A wide range of discounts and rewards on shopping, eating out and travel.
• A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women’s and Parent’s networks).
• Recognition Awards to reward staff who go above and beyond in their role.
• A commitment to your development access to learning and mentoring schemes.
• A range of generous family-friendly policies
  • paid time off for parenting and caring emergencies
  • support for those going through the menopause
  • paid time off and support for fertility treatment
  • and more

More details can be found on our benefits page: sheffield.ac.uk/jobs/benefits (opens in a new window).

We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.

We are a research university with a global reputation for excellence. Our ideas and expertise change the world for the better, making a real difference to society. We know that when people come together with different views, approaches and insights it can lead to richer, more creative and innovative teaching and research and the highest levels of student experience. Our University Vision (www.sheffield.ac.uk/vision) outlines our commitment to building a diverse community of staff and students that recognises and values the abilities, backgrounds, beliefs and ways of living for everyone.