Technical Analyst L&D
At Walgreens Boots Alliance, we are an integrated healthcare, pharmacy and retail leader serving millions of customers and patients every day. Our 170-year heritage is built on a commitment to caring for communities.
We optimize pharmacy software platform operations by centrally managing selected digital pharmacy products through our WBA Digital and IT Solutions Ireland Ltd (WBA D&ITS) team. This team supports innovation in healthcare technology with the agility to respond quickly to operational needs through a 24/7 'follow the sun' model.
We strive to deliver more joyful lives through better health, and our people are the reason for our success. We focus on scaling and growing our Dublin office while delivering work for Walgreens. We believe in hiring great people and ensuring everyone has the best possible work experience every day.
We are seeking an experienced Service Specialist (Technical Analysis) to lead analysis efforts in Knowledge Management and Learning and Development (L&D). The successful candidate will play a pivotal role in understanding and identifying methods to drive standardization across enterprise tools while supporting the consolidation of data from multiple platforms into unified solutions.
Key Responsibilities:
1. Be responsible for the continuous analysis, review, and optimization of enterprise platforms and applications.
2. Collaborate with stakeholders to evaluate, plan, and deliver the roadmap for consolidation and optimisation aligned with the company's strategic goals.
3. Collaborate with IT teams to optimize the structure and usability of knowledge repositories.
4. Analyse current enterprise tools and processes to identify redundancies and inefficiencies while devising strategies to drive better optimisation and engagement.
5. Work closely with various stakeholders (HR, L&D, IT, etc) to help design and implement unified knowledge management platforms and resources.
6. Leverage expertise in ITSM tools (e.g., ServiceNow, BMC Remedy) to enhance knowledge and configuration data management.
7. Establish metrics to measure and improve tool and process performance.
8. Conduct workshops and stakeholder interviews to gather and document requirements.
9. Create business cases backed by quantitative and qualitative analysis.
10. Presentation findings and proposals effectively to diverse audiences, including senior leadership.
11. Facilitate change management to ensure successful adoption of standardized tools.
12. Develop and maintain standards for managing and accessing Configuration Item information within ITSM systems.
13. Ensure seamless integration of Knowledge Articles and Configuration Item data into ITSM workflows.
14. Perform root cause analysis and deep-dive studies to drive improvements in Problem, Incident, Change, and DevOps Management.
Your Skills:
1. Gather, document, and analyse technical and business requirements, identifying functional gaps and redundancies.
2. Deliver exceptional presentations and influence stakeholders to drive change.
3. Act as a subject matter expert in your area, mentoring others.
4. Apply critical thinking and problem-solving skills with a detail-oriented approach.
5. Build consensus and navigate complex, multicultural environments.
6. Collaborate confidently, acting as a liaison between various teams.
Requirements:
* 3+ years of experience in a multinational corporation, including projects focused on tool consolidation and ITSM systems.
* Bachelor's degree in Business, Information Systems, or a related field.
* A proven track record in Knowledge Articles and Configuration Item management within ITSM systems.
* Experience in managing risks associated with specialized projects, including mitigation strategies.
* Leadership skills in developing innovative solutions and setting standards within your specialization.
* Experience or exposure to Agile or Scrum methodologies.
* A keen interest in/some experience of the learning and development area.
* Certifications (preferred) such as ITIL or CBAP.
You'll also be proficient in:
* Tools like ADO, Confluence, and Asana for managing requirements and tasks.
* MS Suite, Knowledge Management systems, and L&D platforms.
* ITSM tools such as ServiceNow or BMC Remedy.
What We Offer:
* A dynamic and collaborative work environment focused on innovation and operational excellence.
* Opportunities to work on impactful global projects involving ITSM, L&D and more.
* Professional development, including access to training and certifications.
* A hybrid working model with flexibility and a supportive approach.