Competitive salary & benefits on offer.
Close date 13th May 2022
ABOUT THE ENTERPRISE TECHNOLOGY SERVICES TEAM
The Enterprise Technology Services (ETS) team is accountable for all Infrastructure, Security, IT Operations and all End User Services and technologies. This group will ensure that our IT Services are seamless and secure, and that technology is delivered in an efficient, effective, and agile way, with a strong focus on experience.
It’s a dynamic and challenging environment to work in – but that’s why we like it. There are countless opportunities to learn and grow, whether that’s exploring new technologies in hackathons, or transforming the roles and work of colleagues, forever. This is your chance to be part of a team that has the backing to innovate, disrupt an industry and change lives.
THIS IS WHAT YOU’LL DO
The IT Process Analyst will be the subject matter expert in the processes that are used to run the Knowledge Management and Request Management services and provide the analytics capability and insights to support daily management and continual service improvement. The purpose of the IT Service Excellence & Design team is to own the service design, introduction and transition capabilities relevant to how AZ consume IT services ensuring minimum disruption and maximum quality of support for a go-live or pilot service. They will own and govern capabilities including Change, Release, Request, Catalogue & Knowledge Management for global IT to drive to achieve excellence in service delivery. They will work to assure quality of service through all IT operations teams by simplifying current processes and using best practice to improve the experience.
Key Accountabilities:
This role will support and continue to develop mechanisms to measure the service delivery and service management of the Knowledge and Request processes that will ultimately drive service improvements and uplift customer experience.
Provide subject matter expertise on Knowledge and Request through detailed understanding of the processes and supporting tools.
Work closely with the Portal, Knowledge and Request Team members within Service Excellence & Design, to support key analysis of the processes they operate to gain insights and information.
Provide support to the broader Service Excellence & Design Team for all testing elements to support Knowledge and Request management, Service Catalogue Management and AskAZ portal as required related to performance and process metrics.
Key Responsibilities:
Monitor, analyse and enhance performance of the processes to improve customer experience and deliver increased value.
Support reviews of existing processes, procedures and performance measures for Knowledge, Request and Service Catalogue management.
Support all ongoing tool improvement activities and make suggestions from insights for relevant areas including ServiceNow.
Support all testing activities for AskAZ, Service Catalogue, Knowledge and Request process to ensure smooth ServiceNow upgrades, enhancements and defects, including BAU support for the product areas for investigation of issues, support for solutions right through to testing and handover to customer.
Produce quality, accurate and meaningful reporting to agreed reporting cycle.
Creation and monitoring of dashboards to provide targeted support and advice to teams to assist in meeting all performance targets for the processes
Become SME for Knowledge and Request through deep understanding of the product areas and processes.
Support all data cleansing or housekeeping activities for the processes to ensure data is accurate and current.
Deliver Training materials or drop-in clinics to support the processes for IT New Starters and ongoing process refresh to existing IT members.
Liaison with other IT Process Analysts for other processes across the Global IT Service & Experience organisation.
Work closely with IT Catalogue Build Manager supporting IT Service Catalogue request and build process
Function / Team / Location / Stakeholders
The IT Process Analyst will be a member of a Service Excellence & Design Team and reports to the IT Knowledge and Request Lead.
The Global IT Services & processes operate on a 24x7x365 to ‘follow-the-sun’ of a given business day.
The key stakeholders for this role are:
Service Excellence & Design Director
IT Service Process Leads
Site IT Technical Teams
Essential Skills & Experience required:
Fluent English (written and spoken)
Higher level qualifications or demonstrable experience in Analytics (or equivalent).
A passion for delivering world-class service continually challenging and driving change in pursuit of the customer experience.
Proven Business Analysis experience, relating data to business processes.
Knowledge of ITIL Processes.
Excellent attention to detail.
Ability to review and process disparate data to produce findings/insights supporting decision making.
Positive approach to learning new frameworks and IT language as required for the role.
Ability to work collaboratively in diverse, multinational teams, across time zones.
Demonstrable experience of using analytical tools (including Excel) to structure, transform, and visually represent data clearly, meaningfully and in a way appropriate to the audience.
A self-starter with high levels of drive, energy, resilience, a can-do attitude and willingness to take the initiative.
Strong ability to manage competing priorities to successful delivery and working to deadlines.
Experience of ServiceNow ITSM Toolset or similar
Desirable capabilities and skills:
Demonstrable experience of supporting service improvements
Knowledge or experience of process improvement techniques, such as Six Sigma or LEAN
Customer Service Management background or accreditation desirable
ITIL Foundation Accreditation desirable
WHY JOIN US
We’re a network of entrepreneurial self-starters who contribute to something far bigger. There’s a diversity of expertise in our Technology group that’s unique to AstraZeneca – it allows us to dive deep into
exploring new leading-edge technology.
A place to be open and transparent – we speak up, think creatively and share ideas. Our diverse contributions help us to make better decisions. But we have a constant drive to innovate, and an appreciation for high standards. It takes challenging the status quo to add value in our ever-evolving environment. We love it here because put simply, we make a meaningful impact. Technology at AstraZeneca is a home for purposeful disruptors!
ABOUT ASTRAZENECA
AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies.
At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development.
SO, WHAT NEXT?
If you’re interested in applying, we encourage you to apply using your completed Workday profile where possible.
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