Service Design Functional Analyst

Join to apply for the Service Design Functional Analyst role at Capita.

Capita is seeking an experienced Service Design Functional Analyst to support the design and implementation of Service Desk operations for a strategic client programme. This is a unique opportunity to contribute to a multi‑phase transformation initiative focused on delivering high‑quality, user‑centric service experiences.

Base pay range

Salary of up to £43,500 plus benefits.

Reporting to the Capita Service Desk Functional Lead, you will assist in developing Capita’s Service Desk service design, ensuring alignment with client requirements and Capita’s solution capabilities. You will contribute to the Capita Service Blueprint and Operating Model, support the creation of Standard Operating Procedures and test scripts, and help ensure a seamless user experience across Capita and its strategic client.

What you’ll be doing

  • Contribute to the creation of the Capita Service Blueprint and High‑Level Operating Model for the Service Desk
  • Participate in workshops with client and third‑party SMEs to support service integration
  • Assist in developing detailed service designs with a focus on user experience
  • Provide input to training and testing teams to ensure alignment with service procedures
  • Support alignment of service design with Capita and ERP solution capabilities
  • Present updates in the End‑User Forum and gather feedback for iterative design
  • Attend daily stand‑ups and cross‑functional meetings to support progress and issue resolution
  • Respond to client and third‑party queries regarding service design alignment
  • Support quality assurance of service design and compliance with standards
  • Contribute to service transition planning and dress rehearsals
  • Assist in resolving service‑related issues during early operational rollout

What we’re looking for

  • Experience in Service Design and Operating Model development for Service Desk operations
  • Background in shared service environments and multi‑party implementation programmes
  • Understanding of phased service transitions and interim operating states
  • Proactive problem‑solving and issue resolution skills
  • Experience supporting service transition and testing activities
  • Ability to align service design with out‑of‑the‑box technical capabilities
  • Experience with Government Digital Service (GDS) methodology
  • Experience with Oracle Fusion ERP implementations
  • Familiarity with WCAG 2.2 Accessibility standards and testing tools
  • Background in user experience‑based service design
  • Awareness of political and regulatory complexity in public service delivery
  • Understanding of digital accessibility, inclusion and ethics

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

What’s in it for you

  • Salary up to £43,500 plus benefits
  • Home‑based position
  • 23 days\' holiday (rising to 27) with the opportunity to buy extra leave
  • The opportunity to take a paid day out of the office, volunteering for charity partners or a cause of your choice
  • Auto‑enrolment to company pension, life assurance, cycle‑to‑work scheme, maternity, parental and paternity leave benefits
  • Voluntary benefits such as retail discounts, health & wellbeing, travel and technology perks
  • Access to Employee Network Groups that promote diversity and inclusive learning

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You’ll become part of a diverse network of forward‑thinking professionals across many sectors. We’re committed to your growth, offering exciting opportunities to expand your skills and advance your career.

Apply

Choose ‘Apply now’ to submit our short application so we can learn more about you.

Equal Opportunities

Capita is an equal opportunity and disability‑confident employer. We welcome applicants from all backgrounds. If you need adjustments during your recruitment, please email reasonableadjustments@capita.com or call 07784 237318.

#J-18808-Ljbffr Salary: GBP 36000 - 60000 per year Experience: 3 years required
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