Senior Support Analyst

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'

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 within WBA TC, 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.

Key Responsibilities:

1. 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.
2. Work collaboratively with the Service Lead(s) to monitor workloads & backlogs, build strong relationships with stakeholders to schedule and coordinate activities.
3. 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.
4. 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.
5. 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.

This is a hybrid position based in our Dublin 2 offices.

What you will do:

1. 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.
2. Understand and navigate the Process flows, People and Procedures that support the Change & Release end-to-end Processes.
3. 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).
4. Investigate anomalies in the Process to (a) see how they occurred and (b) mitigate against it re-occurring.
5. Ensure that all IT teams follow the release management process for all releases and escalates any repeated non-conformity.
6. Conduct thorough quality assessments on modifications and maintain detailed release records.
7. Identify inefficiencies and bottlenecks in the Change & Release process and raise them to management.
8. 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.
9. Ensure communications (both formal and informal) are frequent and appropriate regarding information gathering and sharing, thus fostering more collaborative relationships.
10. Deliver training and online (chat) help to new team members who need to use the Change & Release processes and tools.
11. Conduct post-implementation reviews for unsuccessful changes and generate a quality scorecard for the change record.
12. Oversee impact on multiple ITIL processes, ensuring the team drives visibility of Change & Release issues and improvements within all IT Operations activities.
13. Support Management teams' decision-making along with meeting contractual SLA/KPI measurements.

What will make you successful:

1. Continuously review and refine your knowledge and understanding of both the processes and people involved in the service delivery of optimal Change & Release systems that promote stability within the product portfolios covered.
2. 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.
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 new 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 while driving improvements based on analysis, including developing new metrics, add to our Knowledge Management portfolio as new discoveries unfold.
8. Lead by example, keeping people informed. Train and upskill your 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 provide business recommendations to mitigate or implement to the business.
13. Fluency in verbal and written English.
14. Accuracy and attention to detail.

Additional 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. Contribute 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.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply — we'd love to hear from you. WBA D&ITS is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, colour, age, family status, disability, religion, sex, sexual orientation, gender identity, nationality, or ethnic origin.

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