System Analyst

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