Senior Service Analyst

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 âfollow the sunâ model. Our Client optimises pharmacy software platform operations by centrally managing selected digital pharmacy products. 

 

For our Client, we are looking for a Senior Service Analyst (Change & Release Process).

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. 

Reporting to the Change & Release Service Manager and working with a global Production Support organisation, this role is responsible for the day-to-day oversight, reporting & prioritisation of activities to support the end-to-end delivery in 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. 

 

Some of the Senior Service Analystâs (Change & Release Process) key responsibilities will be to: 

·      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.

·      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.  

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 teamsâ decision-making along with meeting contractual SLA/KPI measurements. 
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What will make you successful: 

You will be able to: 

• Continuously review and refine yourâ¯knowledge and understandingâ¯of both the processes and people involved in the service delivery of optimal Change & Release systems that promote stability within the product portfolios covered. 
• Present your findings to stakeholders in a clear and concise manner. Use your understanding of the processes coupled with your strong investigative and analytical skills to deliver focused insightful reports/dashboards and other communications in a timely manner, to the appropriate audience.â¯We encourage utilising the skillset of the Data Analytics team where appropriate. 
• 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 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. 
• 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.

â¦. and have: 

• 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 

â¦. And be experienced with: 

• Service Delivery tools like ServiceNow, Remedy, Helix. 
• Azure DevOps (ADO), Jira, and Confluence. 
• Working with Production Support, DevOps, QE Business, Product, and project teams. 
• Planning and organising.  
• Contribute to team and company-wide plans, projects and priorities with deadlines while being aware of and monitoring other competing priorities. 
• Assisting in monitoring and oversight of service provisioning and service delivery improvement plans 
• Developing good relationships with key stakeholders in the Product Portfolio, Implementation & QA function teams, the US Pharmacy & Healthcare Production Support team and the External DevOps and Infrastructure partner teams. 
• Aiding Service Lead(s) with the preparation of service reviews and dashboard updates. 
• Trend recognition.

Benefit Highlights:

• hybrid work in Dublin Technical Centre
• competitive salary
• annual bonus (20% with potential for it to be more)
• healthcare for you and your family members
• pension allowance (6%)
• employee discount card for pharmacy products

If you consider the offer attractive and can demonstrate some of the criteria above, please do not hesitate to apply. Letâs talk ð

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