Job Summary
Walgreens Boots Alliance (Nasdaq: WBA) 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. WBA Digital and IT Solutions Ireland Ltd (WBA D&ITS), trading as WBA Technology Centre (WBA TC) is designed to support innovation in healthcare technology with the agility to respond quickly to WBA's operational needs through a 24/7 'follow the sun' model. WBA TC optimises pharmacy software platform operations by centrally managing selected digital pharmacy products.
Our people are the reason for our success, and our focus is to scale and grow our Dublin office, simultaneously delivering work for Walgreens We believe in hiring great people, from diverse backgrounds, and fostering a multicultural work environment where everyone has the best possible experience every day. Together we strive to deliver ‘More joyful lives through better health’
Job Description
Key Responsibilities
The Senior Service Analyst role is an integral part of the Infrastructure and Operation Services function within WBA TC, providing a world-class SaaS and ITIL based delivery structure which assures a high performing and reliable service to our customers.
* 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.
* Work collaboratively with the Service Lead(s) to monitor workloads & backlogs, build strong relationships with stakeholders to be able to schedule and coordinate activities.
* 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.
* 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.
* Provide support to the Infrastructure and Operations Director as required.
What You Will Do
* Work with the supporting and impacted teams to 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.
* Corelate 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.
* Deliver training and online (chat) 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.
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.