IT Service Management Analyst - Remote Eligible

IT Service Management Analyst

As IT Service Management Analyst your role will be accountable for ensuring value is achieved through the delivery of IT services via internal and external service providers. Ensuring that services are delivered as expressed in the service definitions or statements of work and that service levels are maintained and continually improved. You will advise on best practice and provide guidance to others. Working with the wider IT Service Management team to uphold our IT service availability and management reporting thereof. The role also includes a level of escalation and stakeholder management of all levels. The role may also, on occasion, supporting the wider team in FinOps, End User Compute and reporting.

Key Accountabilities:

• Supports projects, functions or teams in the development of project and/or operational methods for measurement.
• Generates, produces, and distributes reports.
• Uses measurement tools for routine analysis of data.
• Identifies and implements improvements to data collection methods.
• Specifies base and derived measures which support agreed information needs

Relationship Management:

• Identifies the communications and relationship needs of stakeholder groups.
• Translates communications/stakeholder engagement strategies into specific activities and deliverables.
• Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans.
• Implements stakeholder engagement/communications plan.
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.
• Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
• Helps develop and enhance customer and stakeholder relationships.

Service Level Management:

• Ensures that service delivery meets agreed service levels.
• In consultation with the customer negotiates service level requirements and agrees service levels.
• Diagnoses service delivery problems and initiates actions to maintain or improve levels of service and initiates or reports these actions.

Incident Management:

• Prioritises and diagnoses incidents, investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents to responsible service owners and seeks resolution.
• Facilitates recovery, following resolution of incidents.
• Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
• Documents and closes resolved incidents within the relevant reporting system(s).
• Analyses patterns and trends.

Business Analysis:

• Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organisation.
• Assists in defining acceptance tests for these recommendations.

Availability Management:

• Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities.
• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.

Supplier Management:

• Collects supplier performance data and investigates problems.
• Monitors and reports on supplier performance, customer satisfaction, and market intelligence.
• Validates that suppliers' performance is in accordance with contract terms.
• Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.
• Implements supplier management-related service improvement initiatives and programmes.

Other:

• Carryout any other reasonable duties as requested including participation in the on call rota.

Skills:

• Excellent interpersonal, verbal and written communication skills
• A flexible attitude with respect to work assignments and new learning
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
• Must have the ability to work methodically in a fast-paced, time-sensitive environment
• Demonstratable ability to apply critical thinking to problems and tasks
• Builds and maintains an in-depth knowledge of testing and validation within the life sciences industry and how they affect customers adopting our products
• Ability to define and implement appropriate test strategies
• Ability to identify and implement process improvements
• Proactively participates in skills improvement training and encourages their teams to participate
• Maintains an up-to-date awareness of trends, tools, technology, techniques and processes that affect technology within the Life sciences domain
• A self-starter and able to work under own initiative

Knowledge and Experience:

• Solid professional experience in the same or very similar role in an IT Service Management or IT Operations function
• Experience working with IT Vendors and Performance management
• Experience owning or running IT Service Reviews
• Experience using ServiceNow or other Major ITSM Tools
• Experience using tools to communicate progress to Stakeholders
• Experience of regulated environments (GxP, Financial, etc…) or relevant experience from another domain that is transferable
• Understanding of Agile methodologies (preferably Scrum), UML, Object Orientated, Data
• General knowledge and understanding of the ITIL Framework, in relation to Incident, Problem and Change Management
• Experience of working in and knowledge of the life sciences sector
• Experience in generating / developing reports for senior leadership consumption

Education:

• Bachelor's Degree in a technical discipline (Maths, Science, Engineering, Computing, etc.) or a related study, or equivalent project-related experience
• English: Fluent (written and verbal)

Come as you are.

We're proud to be a Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.