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Service Analyst

Posted: 4 Sep 2020 Closes: 4 Nov 2020
Manchester Competitive
Permanent & Full-time itv/200001HP


Service Analyst

Group Technology

12-month FTC or internal secondment


Closing date: 18/09/2020


Why you should join us…


We connect with millions of people every day, make content they can't get enough of and reflect and shape the world we live in… and we do all this through the power of creativity.


We will be a digitally led entertainment and media company that creates and brings brilliant content to audiences, wherever, whenever and however they choose.



This role entails…


Within this role you will provide end-to-end service delivery of the Adobe Sign product suite, acting as the face of Adobe Sign for all requests for support. You will promote best practice use of Adobe Sign through a variety of channels and develop its adoption as an enterprise wide application.

Some Key Responsibilities:

Respond to requests for new users, document use cases and deliver tailored demos to demonstrate how requirements can be met

Deliver engaging training to new users, through a variety of methods that secure buy-in and adoption and maintain the Adobe Sign Google site and all supporting documentation  

Gather business requirements for the use of advanced functionality, model appropriate workflows and templates that adhere to best practice use of the application 

Provide guidance to business users to resolve issues. Proactively resolve incidents, engaging with the Adobe CSM to resolve issues where necessary. 

Administer and maintain  all aspects of the system from setting up of new users to the  deletion of documents through appropriate retention policies and carry out regular system audits, monitoring usage and sharing permissions to ensure adherence to compliance and security at all times 

Skills, abilities and characteristics required:


  • Open to rapid change in business needs, processes and technologies.

  • Inquisitive and able to elicit information from a diverse range of stakeholders on the critical priorities.

  • Able to adapt communication styles to suit all levels within the organisation.

  • Be adept at resolving issues in collaboration with senior stakeholders

  • Highly passionate about delivering excellent service that is high in quality

  • Have calm and have clarity of thought when under pressure.

  • Be data-driven in the identification of opportunities and in your decisions.

  • Comfortable working in a matrix organisation and a pragmatic decision maker, taking well-informed risks to achieve business outcomes and proactively seeking feedback on performance.


To be considered for this opportunity you will need to demonstrate the following experience:


  • Relevant experience of developing/supporting Corporate applications

  • Demonstrable experience in managing business stakeholder relations

  • Development and implementation of processes and policies

  • Experience of delivering software training through blended programmes

  • Have high levels of personal integrity when dealing with sensitive information and data.


Find out more about our benefits


We want to be the most flexible employer in Media. We offer Smart working - whatever your preference, we will support you to ensure we provide you the right environment/  work/ life balance


We reach millions of people everyday, that’s why having diverse talents and being an organisation where colleagues feel included is crucial to us. We have various networks who celebrate and support our colleagues. We try to embed an inclusive mindset in everything we do.  Find out morehere 


Candidates who declared a disability and meet the minimum criteria will be invited to an interview - find out morehere. We're happy to discuss any additional support you may need during our application process as part of our reasonable adjustments approach. So we encourage you to get in touch with us if you require additional support... our email is


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