Senior Business Analyst

Description:

You’ll report to the Service Delivery Manager, this role plays a crucial role in the lifecycle of IT Services, bridging the gap between service development and service operation ensuring that new or changed services are introduced into the operation environment with minimum of disruption. The role will be critical to building end-to-end service introduction and strategy framework. You’ll be supporting Service Management to deliver strategic business outcomes and you’ll be central to the success of transformation programme success. You’ll direct accountability for the end-to-end change management process, definition of SLA’s and governance of plans/processes

You’ll guide the introduction of new or changed services across the full Technology organisation and technical lifecycle. This role exists to build and own an end-to-end service introduction strategy and framework, roll that out and support delivery and service management colleagues to deliver strong strategic business outcomes and is a key driver of transformation programme success. The role reports to the Service Manager, within the Service Management structure.

You’ll manage the change management process for the organisation, ensuring adherence to change policy and procedures. Ensure that changes to assets are recorded and controlled properly. You’ll implement controls and protocols to ensure compliance with security, regulatory, and data privacy requirements. Liaise with the delivery and programme teams to ensure the correct process and governance is followed ensuring new or changing services have fully developed end-to-end Service Management Models based on defined Service Acceptance Criteria / Service Management requirements.

You’ll work with the Service Introduction function to ensure that the necessary steps in the process are authorized and implemented as per the approved plan. Promote organisational commitment to asset control and adherence to process, working with stakeholders to embed the process. You’ll provide training and support to end users and stakeholders on how to effectively use the Change Management process and related ServiceNow functionalities and features.

You’ll co-ordinate and prioritise Change Requests, ensuring adherence to key SLAs and KPIs. Design, build and run regular reporting for both the Service Management leadership team and senior management, focusing on performance, including agreeing SLA’s, key metrics and other performance indicators relating to Change Management. Implement a strategy to reduce CAB approvals, putting the responsibility for identifying issues in the code on those who with best knowledge of that domain. You’ll Influence key stakeholders to ensure continual improvement plans are in place to address issues as they are identified. You’ll champion change management, identifying opportunities for improvements that contribute to optimising the current processes. Own continual service improvement for Change Management and actively contribute to CSI across the Service Management team.

Skills/Experience Needed

Practical experience of Change Management processes in methodologies like ITIL, COBIT or DevOps-style incident and problem management processes. Knowledge of configuration management processes and with Change Management tools, including ServiceNow. Experience with knowledge supporting tools including SharePoint, JIRA and Confluence or similar.

Data analysis and reporting skills, with experience in tools such as PowerBI an advantage. Experience of modern IT infrastructure and applications. A strong understanding of best practises, tools, and techniques for across the lifecycle of Change Management, with ability to identify issues and improve these processes.

Experience in stakeholder management, with an ability to communicate across levels of an organisation. Able to make informed decisions, using the data and information available. Good conflict resolution skills, to resolve disagreements efficiently without damaging relationships.

Experience in function of SLAs, to allow you to evaluate a team's performance and identify areas for improvement. Good understanding and ability to demonstrate value measurement and optimisation, adapting to challenge, risk & active change management.