Herbert Smith Freehills Kramer
Technical Services Analyst
City of London
Posted about 14 hours ago
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Role / Primary Responsibilities
Assigned service performance and continual improvement
- Contributes significantly to the outcomes delivered by assigned user-facing services
- Accountable for service performance, improvement, and resilience within assigned scope
- Uses service insight, experience analytics, and operational data to identify emerging issues early
- Contributes to continual improvement planning and the improvement backlog for assigned services
Practical automation and operational efficiency
- Builds reusable automation that removes manual effort
- Helps prevent repeat disruption and shortens restoration of service
- Works within approved guardrails and established patterns
- Applies machine-assisted and decision-support workflows with appropriate verification, data-sensitivity, and governance controls
- Retains personal accountability for the correctness, safety, and business suitability of outputs
Service continuity and business protection
- Provides specialist technical guidance and practical technical leadership within assigned services when business-critical capability is at risk
- Works with internal teams and suppliers to support faster restoration and reduce impact on client-facing work
- Communicates impact, recovery progress, and residual risk in clear business terms
Systemic risk reduction and permanent remediation
- Drives investigation, analysis, and remediation activity within assigned problem management scope
- Uses operational evidence to identify root causes and turn findings into permanent fixes, preventative controls, and measurable reduction in repeat impact
- Escalates broader or cross-service risk to Service Owners and Technology Leads with clear evidence and recommendations
Safe change, security, and risk control
- Delivers changes to assigned services with clear risk assessment, implementation planning, validation, and rollback
- Provides technical evidence to change governance
- Embeds security and data protection into everyday technical decisions
- Surfaces residual risk to accountable owners
Knowledge reuse and capability sharing
- Converts operational insight into reusable knowledge, runbooks, and repeatable patterns that improve first-contact resolution, escalation quality, and service consistency
- Mentors Digital Experience and IT Service Desk colleagues through practical coaching, documentation, and joint problem solving
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Stakeholder engagement and supplier interaction
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Translates service impact, technical risk, and recommended options into clear business terms
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Provides technical direction to suppliers where assigned service performance is at risk
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Manages day-to-day technical engagement with selected vendors
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Contributes to service improvement discussions
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Influences internal teams to adopt approaches that protect resilience, security, and user experience within assigned scope
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Complies with work health and safety obligations, information security requirements, and firm policies applicable to the role
Key Outcomes and Success Measures
- Service resilience and continuity within assigned scope: fewer repeat disruptions, earlier detection of degradation, faster restoration of productive working, and sustained availability of business-critical capability.
- Workforce productivity and user outcomes: reduced friction and lost time in day-to-day work, improved digital employee experience, and fewer service events that materially interrupt client delivery.
- Automation and efficiency: measurable reduction in manual effort, reuse of automation built within approved guardrails, released support capacity, and governed use of machine-assisted workflows with verified outputs.
- Knowledge and capability uplift: improved first-contact resolution, stronger escalation quality, demonstrable reuse of knowledge assets, and more resolution activity completed closer to the user.
- Change, risk, and supplier engagement: improved change success, reduced operational and technology risk within assigned scope, better supplier responsiveness on assigned issues, and timely evidence-based escalation of cross-service issues.
Qualifications / Skills / Experience
Essential
- Degree educated, or equivalent professional experience.
- Solid experience supporting and improving the operational performance of enterprise user-facing technology services in a global or multi-region environment.
- Track record of contributing to service improvement, including earlier detection of degradation, reduced repeat disruption, and measurable improvement in user productivity or experience.
- Experience providing specialist technical guidance when business-critical services are at risk, including problem investigation through to permanent remediation.
- Practical experience building automation within governance controls, with measurable reduction in manual effort.
- Strong diagnostic capability across endpoint, application, identity, network dependency, and collaboration layers in complex, multi-vendor environments.
- Competence with monitoring, observability, endpoint analytics, telemetry, and service management toolsets, and the ability to convert data into targeted action.
- Working understanding of identity, access, endpoint security, and data protection controls as they apply to user-facing services.
- Ability to express technical risk, service impact, and recommended action in language non-technical senior stakeholders can act on, and to influence vendors and internal teams without positional authority.
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Desirable
- Relevant current vendor or platform certifications in modern workplace, endpoint, collaboration, or cloud productivity technologies.
- ITIL v4 Foundation or equivalent service management grounding; automation, scripting, or intelligent automation credentials are advantageous.
- Governed use of machine-assisted and decision-support tooling for diagnostics, knowledge, remediation, and workflow design, with disciplined verification of outputs.
- Experience sharing knowledge with, or mentoring, support and service desk colleagues, and engaging vendors technically through escalation.
- Experience within a medium to large, globally distributed organisation; law firm or professional services experience is a distinct advantage.
- Illustrative technology exposure: Microsoft 365, enterprise messaging and email, unified communications, endpoint management, secure file exchange platforms, digital experience monitoring, IT service management platforms, scripting, automation, and approved intelligent automation platforms.
Competencies
Personal Leadership
- Collaborates with others
- Builds High Performing Teams
- Focuses on Clients
- Innovates
- Achieves results
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Skills
Service Performance Improvement
Automation
Problem Management
Technical Leadership
Risk Assessment
Stakeholder Engagement
Endpoint Management
Identity and Access Management
Monitoring and Observability
ITIL v4
Microsoft 365
Diagnostic Capability
Vendor Management
Knowledge Management
Service Continuity
Digital Employee Experience