Senior Service Analyst (Change & Release Process)
Our client, Walgreens Boots Alliance, a global leader in healthcare, pharmacy, and retail, is seeking a Senior Service Analyst to optimize Change & Release processes in a SaaS environment.
This role focuses on enhancing the operational efficiency of an electronic prescription processing platform, ensuring it meets enterprise-level standards of quality and compliance.
Key Responsibilities
* Collaborate with global teams to monitor and improve Change & Release processes in a highly regulated SaaS platform.
* Analyze data to identify trends, inefficiencies, and non-compliance, providing actionable insights through reports and dashboards.
* Conduct quality assessments, post-implementation reviews, and drive process improvements.
* Support ITIL processes, including Change, Release, Incident, and Problem Management.
* Handle emergency changes and engage with enterprise-level stakeholders to ensure seamless service delivery.
* Train and upskill team members on tools like ServiceNow, Azure DevOps, and Jira.
Requirements
* 3+ years of experience in Audit, Compliance, or Governance within a service-based organization.
* Strong understanding of ITIL Service Delivery (Change & Release Management).
* Practical experience with tools like ServiceNow, Confluence, Azure DevOps, and Jira.
* Analytical mindset with excellent stakeholder management and presentation skills.
* Familiarity with SaaS environments and Cloud Technologies is a plus.
* Passion for learning and the ability to make a positive impact on team and organizational processes.
* Service Delivery tools like ServiceNow.
Work Arrangements
Hybrid: 3 days Office (Tuesday, Wednesday, Thursday), 2 days remote
Benefits
* Annual bonus (20% or more).
* Healthcare for you and your family.
* Pension allowance (6%) and pharmacy discount card.