Senior Service Analyst
Our Client is an integrated healthcare, pharmacy and retail leader serving millions of customers and patients every day, with a 170-year heritage of caring for communities. It is designed to support innovation in healthcare technology with the agility to respond quickly to operational needs through a 24/7 ‘follow the sun’ model. Our Client optimises pharmacy software platform operations by centrally managing selected digital pharmacy products.
For our Client, we are looking for a Senior Service Analyst (Change & Release Process).
The Senior Service Analyst role is an integral part of the Infrastructure and Operation Services function providing a world-class SaaS and ITIL based delivery structure which assures a high performing and reliable service to our customers.
Reporting to the Change & Release Service Manager and working with a global Production Support organisation, this role is responsible for the day-to-day oversight, reporting & prioritisation of activities to support the end-to-end delivery in SaaS environment. The incumbent is expected to gather valuable insights into the level of stability afforded by the activities around Release & Change to our Production Portfolio systems.
Some of the Senior Service Analyst’s (Change & Release Process) key responsibilities will be to:
· Work with the Change & Release Service Manager and the wider Infrastructure & Operations team to understand the expected Change & Release activities and how they can affect the Production systems, identifying any areas where there is non-compliance.
· Work collaboratively with the Service Lead(s) to monitor workloads & backlogs, build strong relationships with stakeholders to be able to schedule and coordinate activities.
· Use analytical skills to identify non-compliance, trends, patterns, and outliers within the Change & Release data, and then use data visualisation tools (or collaborate with appropriately skilled colleagues) to create dashboards and reports that help stakeholders to make informed decisions.
· Collaborate with other members of the Service Operation team to identify areas for improvement, develop KPIs and Metrics to track performance and provide recommendations for service and process improvements.
· Provide support to the Infrastructure and Operations Director as required.
· This role would be leaning more towards the audit, compliance, and governance functions rather than the actual Operational Change Activities, which are executed by a third party.
What you will do:
- Work with the supporting and impacted teams to analyse data relating to Change & Release activities and contribute to the overall improvement of the Change & Release Process management.
- Understand and navigate the Process flows, People and Procedures that support the Change & Release end-to-end Processes.
- Conduct deep dive analysis of data and processes relating to Change & Release Management, provide findings in an easy-to-understand format (e.g. Dashboards, Reporting, Verbal reports).
- Investigate anomalies in the Process to (a) see how they occurred and (b) mitigate against it re-occurring.
- Ensure that all IT teams follow the release management process for all releases and escalates any repeated non-conformity.
- Conduct thorough quality assessments on modifications and maintain detailed release records.
- Identify inefficiencies and bottlenecks in the Change & Release process as part of the analysis and raise them to management.
- Corelate the Change & Release activities with their impact on Incidents and Problems, also utilise the other ITIL Process owners to improve the Change & Release function.
- Ensure communications (both formal and informal) are frequent and appropriate regarding information gathering and sharing, thus fostering more collaborative relationships.
- Deliver training and online (chat) help, to new team members who need to use the Change & Release processes and tools.
- Conduct post-implementation reviews for unsuccessful changes and generate a quality scorecard for the change record.
- Oversee impact on multiple ITIL processes, ensuring the team drives visibility of Change & Release issues and improvements within all IT Operations activities.
- Support Management teams’ decision-making along with meeting contractual SLA/KPI measurements.
What will make you successful:
You will be able to:
- Continuously review and refine your knowledge and understanding of both the processes and people involved in the service delivery of optimal Change & Release systems that promote stability within the product portfolios covered.
- Present your findings to stakeholders in a clear and concise manner. Use your understanding of the processes coupled with your strong investigative and analytical skills to deliver focused insightful reports/dashboards and other communications in a timely manner, to the appropriate audience. We encourage utilising the skillset of the Data Analytics team where appropriate.
- Have a strong understanding of ITIL Service Delivery Processes, particularly those covering Change & Release Management, and their impact on Incident & Problem management.
- Deliver Key Insights identifying process improvements and changes in ways of working, with accompanying explanations as to how they will provide efficiencies.
- Review upcoming new industry practices in the Change & Release area and suggest implementing those that could positively impact on the business.
- Conduct regular and ad-hoc deep dive quality reviews driving tangible improvements associated to ITIL processes of Change, Release, Problem, and Incident.
- Perform analysis on trends and best practices while driving improvements based on analysis, including developing new metrics, add to our Knowledge Management portfolio as new discoveries unfold.
- Lead by example, keeping people informed. Train and upskill your peers and other teams in your areas of expertise.
- Maintain effective relationships with the immediate team and wider community.
- Communicate clearly and accurately both verbally and in writing.
- Be self-motivated and solution oriented.
- Upskill on a continuous basis.
…. and have:
- 3+ years in an Audit/Compliance/Governance role (within a service environment preferably).
- ITIL V4 ITSM, Azure fundamentals accreditation is desirable.
- Understanding of Service Delivery principles is essential.
- Familiarity with SaaS environments and Cloud Technologies would be an advantage.
- Proficiency in MS Office applications.
- Proficiency in Change & Release Management Tools (e.g. Service Now, Remedy, Azure DevOps (ADO) and Jira)
- Analytical thinking
- Optimistic, positive, pragmatic, can-do mindset.
- Experience working in a complex organisation and proven track record of getting things done.
- Good stakeholder management experience.
- Presentation skill and be comfortable presenting to senior leadership and C-suite.
- Strong experience in finding anomalies and insights from day-to-day activities and provide business recommendations to mitigate or implement to the business.
- Fluency in verbal and written English
- Accuracy and attention to detail
…. And be experienced with:
- Service Delivery tools like ServiceNow, Remedy, Helix.
- Azure DevOps (ADO), Jira, and Confluence.
- Working with Production Support, DevOps, QE Business, Product, and project teams.
- Planning and organising.
- Contribute to team and company-wide plans, projects and priorities with deadlines while being aware of and monitoring other competing priorities.
- Assisting in monitoring and oversight of service provisioning and service delivery improvement plans
- Developing good relationships with key stakeholders in the Product Portfolio, Implementation & QA function teams, the US Pharmacy & Healthcare Production Support team and the External DevOps and Infrastructure partner teams.
- Aiding Service Lead(s) with the preparation of service reviews and dashboard updates.
- Trend recognition.
Benefit Highlights:
- hybrid work in Dublin Technical Centre
- competitive salary
- annual bonus (5% with potential for it to be more)
- healthcare for you and your family members
- pension allowance (6%)
- employee discount card for pharmacy products
If you consider the offer attractive and can demonstrate some of the criteria above, please do not hesitate to apply. Let’s talk 😊