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.
About the Role
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.
Responsibilities
1. 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.
2. Work collaboratively with the Service Lead(s) to monitor workloads & backlogs, build strong relationships with stakeholders to be able to schedule and coordinate activities.
3. 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.
4. 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.
5. Provide support to the Infrastructure and Operations Director as required.
Key Responsibilities
* 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.
* Correlate 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.
* Delve into 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.
Requirements
* 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.
* Presentation of findings to stakeholders in a clear and concise manner.
* 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.
Skills and Qualifications
* 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).