Senior Support Analyst

4 weeks ago

Dublin, Dublin City, Ireland Cpl Healthcare Full time
The company Walgreens Boots Alliance is a leading healthcare, pharmacy and retail organization. Our Digital and IT Solutions Ireland Ltd subsidiary, trading as WBA Technology Centre (WBA TC), supports innovation in healthcare technology with agility to respond quickly to the company's operational needs through a 24/7 'follow the sun' model.
Our team focuses on scaling and growing our Dublin office while delivering work for Walgreens. We prioritize hiring great people from diverse backgrounds and foster a multicultural work environment where everyone has the best possible experience every day.
We are seeking a Senior Service Analyst (Change & Release Process) who will be an integral part of our Infrastructure and Operation Services function within WBA TC. This role provides world-class SaaS and ITIL based delivery structure which assures high performing and reliable service to our customers.
This position reports to the Change & Release Service Manager and works closely with a global Production Support organization. The responsibilities include overseeing daily activities, reporting, and prioritizing tasks to support end-to-end delivery in SaaS environment. The incumbent must gather valuable insights into the level of stability afforded by Release & Change activities to our Production Portfolio systems.
Key Responsibilities:
1. Work with the Change & Release Service Manager and Infrastructure & Operations team to understand expected Change & Release activities and their impact on Production systems, identifying non-compliance areas.
2. Collaborate with Service Leads to monitor workloads, build relationships with stakeholders to schedule and coordinate activities.
3. Use analytical skills to identify non-compliance, trends, patterns, and outliers within Change & Release data, creating dashboards and reports to inform stakeholders' decisions.
4. Collaborate with Service Operation team members to identify improvement areas, develop KPIs and Metrics, and provide recommendations for service and process improvements.
5. Provide support to the Infrastructure and Operations Director as required.
This role leans more towards audit, compliance, and governance functions rather than Operational Change Activities executed by a third party.
Responsibilities:
1. Analyze data related to Change & Release activities, contributing to overall improvement of Change & Release Process management.
2. Understand Process flows, People, and Procedures supporting Change & Release end-to-end Processes.
3. Conduct deep dive analysis of data and processes relating to Change & Release Management, providing findings in an easy-to-understand format.
4. Investigate anomalies in the Process to prevent re-occurrence.
5. Ensure all IT teams follow release management process for all releases, escalating repeated non-conformity.
6. Perform thorough quality assessments on modifications, maintaining detailed release records.
7. Identify inefficiencies and bottlenecks in the Change & Release process, raising them to management.
8. Correlate Change & Release activities with their impact on Incidents and Problems, utilizing other ITIL Process owners to improve the Change & Release function.
9. Foster frequent and appropriate communications regarding information gathering and sharing, promoting collaborative relationships.
10. Deliver training and online help to new team members using Change & Release processes and tools.
11. Conduct post-implementation reviews for unsuccessful changes, generating a quality scorecard for the change record.
12. Oversee impact on multiple ITIL processes, driving visibility of Change & Release issues and improvements within all IT Operations activities.
13. Support Management teams' decision-making, meeting contractual SLA/KPI measurements.
Requirements for Success:
1. Continuously review and refine knowledge and understanding of processes and people involved in service delivery of optimal Change & Release systems that promote stability within product portfolios covered.
2. Present findings to stakeholders in a clear and concise manner, using strong investigative and analytical skills to deliver focused insightful reports/dashboards and other communications in a timely manner.
3. Have a strong understanding of ITIL Service Delivery Processes, particularly those covering Change & Release Management, and their impact on Incident & Problem management.
4. Deliver Key Insights identifying process improvements and changes in ways of working, with accompanying explanations as to how they will provide efficiencies.
5. Review upcoming industry practices in the Change & Release area and suggest implementing those that could positively impact WBA.
6. Conduct regular and ad-hoc deep dive quality reviews driving tangible improvements associated to ITIL processes of Change, Release, Problem, and Incident.
7. Perform analysis on trends and best practices, driving improvements based on analysis, including developing new metrics, adding to Knowledge Management portfolio as new discoveries unfold.
8. Lead by example, keeping people informed, training and upskilling peers and other teams in your areas of expertise.
9. Maintain effective relationships with the immediate team and wider community.
10. Communicate clearly and accurately both verbally and in writing.
11. Be self-motivated and solution-oriented.
12. Upskill on a continuous basis.
Minimum Requirements:
1. 3+ years in an Audit/Compliance/Governance role (within a service environment preferably).
2. ITIL V4 ITSM, Azure fundamentals accreditation is desirable.
3. Understanding of Service Delivery principles is essential.
4. Familiarity with SaaS environments and Cloud Technologies would be an advantage.
5. Proficiency in MS Office applications.
6. Proficiency in Change & Release Management Tools (e.g. Service Now, Remedy, Azure DevOps (ADO) and Jira).
7. Analytical thinking.
8. Optimistic, positive, pragmatic, can-do mindset.
9. Experience working in a complex organisation and proven track record of getting things done.
10. Good stakeholder management experience.
11. Presentation skill and be comfortable presenting to senior leadership and C-suite.
12. Strong experience in finding anomalies and insights from day-to-day activities and providing business recommendations to mitigate or implement to the business.
13. Fluency in verbal and written English.
14. Accuracy and attention to detail.
Addtional Experience:
1. Service Delivery tools like ServiceNow, Remedy, Helix.
2. Azure DevOps (ADO), Jira, and Confluence.
3. Working with Production Support, DevOps, QE Business, Product, and project teams.
4. Planning and organising.
5. Contributing to team and company-wide plans, projects, and priorities with deadlines while being aware of and monitoring other competing priorities.
6. Assisting in monitoring and oversight of service provisioning and service delivery improvement plans.
7. 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.
8. Aiding Service Lead(s) with the preparation of service reviews and dashboard updates.
9. Trend recognition.

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