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NB: This vacancy closed to applications on 29/05/2020.

Central Service Analyst (ARP)

Job Reference: 202-A-20-12388

South Western Ambulance Service NHS Foundation Trust
Bristol St James
£24,907 - £30,615

Job Summary

We have an exciting opportunity to join our national team as a Central Service Analyst. Reporting to the Central Service Team Leader, the post holder will be responsible for the day to day delivery of activity supporting the Service Management function across ARP. This includes, but is not limited to: Incident, Change, Service Request, Problem, Configuration, Service Level, Business Relationship Management and Service reporting. This will involve taking ownership, tracking, and driving resolution of service issues. This is a highly complex service and the role involves working with multiple stakeholders including Senior Managers across the NHS, other emergency service organisations and ARP suppliers.

The Ambulance Radio Programme (ARP) is hosted by the South Western Ambulance Service. It delivers radio based mobile communications services to all English Ambulance Trusts.ARP is now working with a National cross government programme entitled the Emergency Services Mobile Communications Programme (ESMCP) which has been established with the remit of delivering the future national mobile communication capabilities for all emergency services. ESMCP is hosted by the home office and has representation from all the emergency services. Two new programmes have been established Control Room Solution (CRS) and Mobile Data Vehicle Solutions (MDVS). Both Programmes will need to closely adhere to the timescales of the ESMCP delivery to ensure critical communications are maintained.

Duties/Key Deliverables include (but are not limited to):

  • Incident Management including, monitoring supplier incident management activities, raising, and responding to escalations and supplier jeopardy management, management of and communication across stakeholders
  • Problem Management, maintenance of ARP Problem log, tracking supplier problem management activities, identification of patterns and trends
  • Change Management, maintenance of the ARP Change log, working with suppliers in the production of workplans, preparation of information and attendance at the Change Advisory Board (CAB) and Emergency CAB.
  • Leading on internal and external audits of configuration and service data
  • Understand and interpret highly complex sets of information, produce findings and recommendations to senior management and be persuasive when implementing the approved recommendations.
  • Produce regular and ad-hoc high-quality reports and data on ARP Services to support communications and meetings to Board level and in support of the supplier review meetings and Ambulance Trust Service review meetings. Production of the reports will require analysis, interpretation, and explanation of highly complex potentially contentious data.
  • Responsible for design and maintenance of information systems and processes to support Service Management reporting activities
  • Prioritise, plan, and use initiative to deal with the workload and any problems requiring solutions. The role requires planning and organisation of a number of complex activities and the post holder will have to regularly adjust to deal with specific service Incidents and escalations


The role requires well developed communications and relationship management skills. The post holder will be required to maintain relationships with a range of suppliers, ambulance trusts, the wider NHS and other emergency services. ARP delivers critical communications to the Ambulance service and hence the discussion of issues related to its delivery may be sensitive and contentious and will take place in a highly emotive atmosphere.


The post holder must have highly developed specialist knowledge of the operations Ambulance Trusts particularly in their emergency communication and information technology requirements and systems. They must have practical experience of delivering service improvements that will ensure that the ARP service meets the operational requirements of the Trusts.

Qualifications/Skills Required for the Role include (but are not limited to):

  • ITIL Foundation Certificate
  • A Level or equivalent experience
  • Significant experience as an Information / Service Management Analyst (or equivalent)
  • Proven analysis skills and experience of dealing with staff at all levels.
  • Design of data management systems (Databases/Datasets)

What we offer in addition to a competitive salary you can look forward to the following benefits:

  • 27 days annual leave entitlement increasing with service
  • NHS Pension Scheme
  • A range of NHS Discounts covering, for example, shops, restaurants, gym, mobile phones, and insurance

Further information is available within the job description. Please also look out for our LinkedIn Page.

At South Western Ambulance Service NHS Foundation Trust (SWASFT) every team member matters, we have a culture where everyone is valued for being themselves. Our aim is to work together to promote the most inclusive environment possible, which attracts people from the widest possible range of backgrounds and experiences to enrich the work that we do together, for the benefit of all of our employees and patients and communities we serve. We offer flexible working opportunities, inclusive policies and a range of feedback mechanisms to support individual needs and to enable a positive, welcoming environment in which our people and their careers can thrive.

As the first Ambulance Trust in the Country to be registered as a NHS Foundation Trust (FT) SWAST offers consistent high-quality, locally responsive and trusted care to the residents and the transient population of Cornwall and the Isles of Scilly, Devon, Dorset, Somerset, Bristol, Wiltshire and Gloucestershire.

If you are shortlisted for this post, we will send you a direct email to the address entered on your application form. Please ensure you check you Junk items. We will also send messages through your NHS Jobs account, to keep you updated on your application process. To access emails from us via NHS Jobs, please log into your account, and go to 'My Applications'.

South Western Ambulance Service NHS Foundation Trust reserve the right to close this vacancy early, should we receive sufficient applications.

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