Job Summary
Walgreens Boots Alliance (Nasdaq: WBA) 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. WBA Digital and IT Solutions Ireland Ltd (WBA D&ITS), trading as WBA Technology Centre (WBA TC) is designed to support innovation in healthcare technology with the agility to respond quickly to WBA’s operational needs through a 24/7 ‘follow the sun’ model. WBA TC optimises pharmacy software platform operations by centrally managing selected digital pharmacy products.
Our people are the reason for our success, and our focus is to scale and grow our Dublin office, simultaneously delivering work for Walgreens We believe in hiring great people, from diverse backgrounds, and fostering a multicultural work environment where everyone has the best possible experience every day. Together we strive to deliver "More joyful lives through better health!"
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 within WBA TC, providing a world-class SaaS and ITIL based delivery structure which assures a high performing and reliable service to our customers.
We are looking for a Senior Service Analyst – Change & Release Process to be an integral part of the Infrastructure and Operation Services (RunOps) function within WBA TC, 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 RunOps organisation, you will be 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 and Change to our Production Portfolio systems.
This is a hybrid position based in our Dublin 2 offices.
Job Description
What you will do:
Analyse data related to Change & Release activities, providing insights to improve process management.
Navigate and understand end-to-end Change & Release process flows, identifying inefficiencies or bottlenecks.
Conduct deep-dive analysis and generate actionable findings in user-friendly formats (dashboards, reports, verbal presentations).
Investigate anomalies to determine root causes and prevent recurrence.
Identify inefficiencies in workflows and raise recommendations to management.
Correlate Change & Release activities with their impact on incidents and problems to drive service improvement.
Ensure updated and accurate documentation for processes, resolutions, and findings.
Build and maintain strong relationships with stakeholders to facilitate communication and coordination.
Deliver training and online help sessions to onboard team members using Change & Release processes and tools.
Facilitate consistent communication with technical and non-technical teams to align processes with goals.
Monitor compliance with Change & Release standards and governance frameworks.
Conduct regular audits and prepare reports for senior management, identifying key risks and insights.
Drive visibility into Change & Release issues and improvements across IT Operations activities.
Provide input to enhance adherence to ITIL best practices for Change, Release, and related ITIL processes.
Present findings through insightful dashboards and focused reports.
Leverage data analytics and collaborate with teams to build metrics and KPIs for process performance.
Support management teams in decision-making with timely and comprehensive analysis.
What will make you successful:
You will be able to:
Conduct in-depth analysis of Change & Release activities and provide actionable insights.
Collaborate with cross-functional teams to improve process alignment and compliance.
Present findings and recommendations clearly to both technical and non-technical stakeholders.
Continuously improve your knowledge of ITIL processes and SaaS/Cloud technologies.
Identify and mitigate risks associated with the Change & Release process.
…. have:
3+years in an Analyst/Audit/Compliance/Governance role (within a IT service environment preferably).
ITIL V4 ITSM accreditation is desirable.
Strong experience in finding anomalies and insights from day-to-day activities and provide business recommendations to mitigate or implement to the business.
Proficiency in MS Office applications.
Proficiency in Change and Release Management Tools (e.g. Service Now, Remedy, Azure DevOps (ADO) and Jira).
Understanding of Service Delivery principles is essential.
An optimistic, positive, pragmatic, can-do mindset.
Attention to detail, analytical thinking, and accuracy in your work.
Good stakeholder relationship management experience.
Comfortable presenting to senior leadership.
Familiarity with SaaS environments and Cloud Technologies would be an advantage.
Fluency in verbal and written English.
…. And be experienced with:
Analysing service metrics and presenting data-driven insights.
Monitoring compliance and governance in ITIL-aligned environments.
Collaborating with cross-functional teams in a complex organization.
Utilizing tools for dashboards and reporting (e.g., Power BI, Tableau).
Identifying trends and proposing actionable solutions for continuous improvement recognition.
Trend analysis.
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.
WBA D&ITS is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, colour, age, family status, disability, religion, sex, sexual orientation, gender identity, nationality, or ethnic origin.
Data Retention Notice
By submitting your application, you acknowledge and consent to the retention of your personal data for the purpose of recruitment and employment consideration. Your personal data will be securely stored and retained for a period of 12 months from the date of submission.
After this period, your data will be securely deleted unless required for legitimate business purposes or extended with your consent. You may request access, correction, or deletion of your personal data at any time by contacting WBATechCenterHR@wbadigitalsolutions.com.