Role: System Analyst
Skills: Analytical skills, data Analysis, service Now
Job Type: Fulltime
Job location: London
Responsibilities:
* Ensure the fulfillment of all service requests according to the defined SLAs/OLAs and escalate proactively when at risk of breaching;
* Including handling delivery on more complex request catalog (form changes, new forms, workflow changes, etc) that is not covered by our AMS support of service now ·
* Collaborate with service desk and ops teams for request management process activities ·
* Ensure that global IT production services and partners are following the request management process correctly ·
* Governing request catalogues, forms & workflows to maintain currency and consistency ·
* Developing automation across request management workflows to produce faster fulfilment times & self-service experience ·
* Deliver training courses related to request management to all IT delivery teams ·
* Identify and manage continual improvement opportunities from a process, tooling & organizational perspective ·
* Provide reports and management communication to ensure the correct and timely fulfillment of service requests ·
* Resolve escalations from stakeholders where required ·
* Identify tooling opportunities to enhance the process sponsoring, designing and change managing the process and its metrics ·
* Ensuring that appropriate process documentation is available and current ·
* Defining appropriate policies and standards to be employed throughout the process ·
* Periodically auditing the process to ensure compliance to policy and standards ·
* Periodically reviewing the process strategy to ensure that it is still appropriate and change as required ·
* Communicating process information or changes as appropriate to ensure awareness to all stakeholders ·
* Providing process resources to support activities required throughout the service lifecycle ·
* Reviewing opportunities for process enhancements and for improving the efficiency and effectiveness of the process ·
* Addressing issues with the running of the process ·
* Identifying improvement opportunities for inclusion in the CSI Register.
* Working with the CSI manager and process managers to review and prioritize improvements in the CSI Register