Senior Service Analyst
We are seeking a Senior Service Analyst to support our Client's integrated healthcare, pharmacy and retail business. With a 170-year heritage of caring for communities, our Client is designed to support innovation in healthcare technology with the agility to respond quickly to operational needs.
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.
This role is responsible for the day-to-day oversight, reporting & prioritisation of activities to support the end-to-end delivery in a 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.
The key responsibilities of this role include:
* Working 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.
* Collaborating with the Service Lead(s) to monitor workloads & backlogs, building strong relationships with stakeholders to schedule and coordinate activities.
* Using analytical skills to identify non-compliance, trends, patterns, and outliers within the Change & Release data, and then using data visualisation tools (or collaborating with appropriately skilled colleagues) to create dashboards and reports that help stakeholders make informed decisions.
* Collaborating with other members of the Service Operation team to identify areas for improvement, developing KPIs and Metrics to track performance and provide recommendations for service and process improvements.
* Providing 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.
In this role, you will work with supporting and impacted teams to analyse data relating to Change & Release activities and contribute to the overall improvement of the Change & Release Process management. You will also understand and navigate process flows, people, and procedures that support the Change & Release end-to-end processes.
You will 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). You will investigate anomalies in the process to see how they occurred and mitigate against them re-occurring.
Key qualifications for this role include:
* 3+ years in an Audit/Compliance/Governance role (within a service environment preferably).
* ITIL V4 ITSM 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 comfort presenting to senior leadership and C-suite.
* Strong experience in finding anomalies and insights from day-to-day activities and providing business recommendations to mitigate or implement to the business.
* Fluency in verbal and written English.
* Accuracy and attention to detail.
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.