Main Duties
The Objectives Of The Capacity Management Analyst Are
- Capacity tooling to be optimised to provide real-time capacity related matrices with integration with tools as required i.e. Service Now processes i.e. incidents, service requests.
- Work within a team that provides a Capacity Management point of contact for the Customer during normal UK working hours.
- Produce contractual Capacity reports, SLA inputs and Capacity plans to deadline.
- Analyse trends and business demand forecasts and predict changes in Capacity so resources can be increased or reduced in appropriate timescales.
- When appropriate communicate recommendations to the customer.
- Work with the Customer and solution designer to develop the actions necessary to resolve capacity issues.
- Identify Capacity over provision and reduce resources in line with demand.
- Provide ad-hoc, near real time reports when requested
- Produce Capacity impact assessments
- Ensure the Capacity systems are updated in line with change requests
- Analyse data using tools such as MS Excel and MS Access to identify trends and Capacity threshold breaches
- Where possible automate data analysis to improve efficiency
- Share information and work with the other Service Management ITSM functions to deliver service
Knowledge/ Technical Skills
- To be accountable for the deployment of the Capacity Management process and associated methods, techniques and tooling
- Process implemented and maintained to review the growth/forecasting on Tier 0/1 apps/components, including the Value Chain and Mission Critical Apps
- App/infra Component Level capacity monitoring (including key dependency interfaces)
- Business Growth (i.e. data/storage) monitored and integrated with the Application/ Infrastructure view
- Proactive Capacity alerting and reporting with action plans/justification initiated where necessary to bring further stability/resilience (show reduction of SINCs from capacity related issues).
- To be responsible for ensuring the capacity on applications and infrastructure are appropriate to sustain and meet Service Levels and Client/Business commitments.
- Capacity Management process and tooling, its associated techniques and methods are regularly reviewed and audited, and that all of these are subjected to continuous improvement and remain fit for purpose
- To be responsible for determining the Capacity requirements from the business for new or enhanced IT Services
To be responsible for the establishment of key capacity matrices, integration with tools and reporting that reflects the true position
- Experience of operating with a high level of autonomy, and proactiveness while still working as part of a team
- Experience in using Capacity tools Truesight or similar, Service Now/CMDB to levels of extracting data and providing Dashboards, Data manipulation to share and drive optimal performance of systems
- Technical expertise in working with Excel (pivot tables)/Service now/PowerBI/PPT/Visio dashboard creating and reporting
- Microsoft Office applications and communication tools i.e. Teams, Sharepoint etc
