Job Title: IT Process Analyst Command Centre

Career Level - D3

Introduction to Role:
Are you ready to be a part of a team that is passionate about patients and constantly learning and developing? As an IT Process Analyst, you will be the subject matter expert in the processes that are used to run the IT Command Centre. You will provide the analytics capability and insights to support daily management and continual service improvement. The Command Centre Team focuses on AZ IT service continuity through use of technologies providing observability, proactive monitoring and alerting to manage the health and availability of the IT infrastructure, applications and services.

Accountabilities:
In this role, you will support and continue to develop mechanisms to measure the service delivery and service management of the Command Centre that will ultimately drive service improvements and uplift customer experience. You will provide subject matter expertise on Major Incident Management, Incident Management & Event Management through detailed understanding of the processes and supporting tools. You will work closely with the IT Regional MIM & Monitoring Leads as well as the Service Operations Team members to support key analysis of this business critical service and the processes it operates.

Essential Skills/Experience:
- 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 Skills/Experience:
- 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

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn't mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Why AstraZeneca?
At AstraZeneca, our work has a direct impact on patients. We're transforming our ability to develop life-changing medicines by combining cutting-edge science with leading digital technology platforms and data. We're part of a global company that's investing in a bold digital strategy; to become a truly data-led enterprise that disrupts the entire industry. We dare to lead, applying our problem-solving mindset to identify and tackle opportunities across the whole enterprise. Our spirit of experimentation is lived every day through our events like hackathons. We enable AstraZeneca to perform at its peak by delivering world-class technology and data solutions. Our work unlocks the potential of science. We optimise and revolutionise AstraZeneca by maximising efficiencies and finding new ways to drive productivity. From automation to data simplification.

Ready to make a difference? Apply now to be a part of our ambitious journey!

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.