Senior Service Analyst
An integrated healthcare, pharmacy and retail leader is seeking a Senior Service Analyst to support innovation in healthcare technology.
This role is part of the Infrastructure and Operation Services function, providing a world-class SaaS and ITIL based delivery structure.
The Senior Service Analyst will oversee the day-to-day activities, reporting, and prioritization of tasks to support end-to-end delivery in a SaaS environment.
Gathering valuable insights into the level of stability afforded by Release & Change activities is crucial.
Key Responsibilities:
* Work with the Change & Release Service Manager and the wider Infrastructure & Operations team to understand expected Change & Release activities and their impact on Production systems.
* Collaborate with Service Leads to monitor workloads & backlogs, build relationships with stakeholders, and schedule activities.
* Use analytical skills to identify non-compliance, trends, patterns, and outliers within Change & Release data, and create dashboards and reports to inform decision-making.
* Collaborate with other Service Operation team members to identify areas for improvement, develop KPIs and Metrics, and provide recommendations for service and process improvements.
* Provide support to the Infrastructure and Operations Director as required.
What You Will Do:
* Work with supporting and impacted teams to analyze data relating to Change & Release activities and contribute to improving the Change & Release Process management.
* Understand and navigate 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.
* Investigate anomalies in the Process to see how they occurred and mitigate against re-occurrence.
* Ensure all IT teams follow the release management process for all releases and escalate 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 Change & Release activities with their impact on Incidents and Problems, and utilize other ITIL Process owners to improve the Change & Release function.
* Ensure communications are frequent and appropriate regarding information gathering and sharing, fostering more collaborative relationships.
* Deliver training and online help to new team members who need to use the Change & Release processes and tools.
* Conduct 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.
What Will Make You Successful:
* You will be able to continuously review and refine your knowledge and understanding of both processes and people involved in the service delivery of optimal Change & Release systems that promote stability within product portfolios.
* Present your findings to stakeholders in a clear and concise manner, using your understanding of processes coupled with strong investigative and analytical skills to deliver focused insightful reports/dashboards and other communications in a timely manner.
* Have 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 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, adding to our Knowledge Management portfolio as new discoveries unfold.
* Lead by example, keeping people informed. Train and upskill your peers and other teams in your areas of expertise.
* Maintain effective relationships with the immediate team and wider community.
* Communicate clearly and accurately both verbally and in writing.
* Be self-motivated and solution-oriented.
* Upskill on a continuous basis.
Requirements:
* 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).
* 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 be comfortable presenting to senior leadership and C-suite.
* Strong experience in finding anomalies and insights from day-to-day activities and provide business recommendations to mitigate or implement to the business.
* Fluency in verbal and written English.
* Accuracy and attention to detail.
Benefits:
* Hybrid work in Dublin Technical Centre.
* Competitive salary.
* Pension allowance (6%).
* Employee discount card for pharmacy products.