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ServiceNow Performance Analytics Reporting Lead

Plats Gaithersburg, Maryland, USA Wilmington, Delaware, USA Macclesfield, England, Storbritannien Cambridge, England, Storbritannien Jobb-id R-101081 Datum inlagd 02/23/2021

Job Role: ServiceNow Performance Analytics Reporting Lead

Location: Macclesfield, (UK) Wilmington, Gaithersburg (USA) Gothenburg (Sweden)

Competitive salary and benefits offered

Do you have extensive ServiceNow & Performance Analytics experience and want to join the global End User Service function within AstraZeneca?

At AstraZeneca, we put patients first and strive to meet their unmet needs worldwide. Working here means being entrepreneurial, thinking big and working together to make the impossible a reality. If you are swift to action, confident to lead, willing to collaborate, and curious about what science can do, then you’re our kind of person.

We currently have a new, exciting opportunity for a ServiceNow Performance Analytics Reporting Lead to join us out of either our Macclesfield, Cambridge (UK) Gothenburg, (Sweden) or Wilmington or Gaithersburg (USA) sites!

The Performance Analytics Manager will be responsible to ensure the development and implementation of performance measurement and management mechanisms to drive service enhancements and seek opportunities to enhance IT’s contribution and value to the business

Typical Accountabilities

Service Management

Assess internal and third party supplier services against relevant Service Level Agreements (SLAs) and customer satisfaction requirements and lead periodic verifications of supplier counts with consumption of services and associated invoicing

· Manage service delivery processes including Service Level Management, Financial Management, Capacity Management, Availability Management and Continuity Management and ensure that service management tools and processes are implemented following AstraZeneca standards and procedures

· Manage service management processes, including the design, configuration, and implementation of service management components for new and enhanced solutions and services

Ensure that key service support processes, including Incident Management, Problem Management, Change Management, Knowledge Management and Release Management, are implemented and effective

· Provide a point of focus for all capacity, availability and performance-related issues to match IT capacity to agreed business demands ensuring that availability targets in all areas are measured and achieved and that they match or exceed the current and future agreed to needs of the business in an efficient manner·       

· Engage with key partners to understand business challenges and identify current and future requirements so that demand for externally provided services is captured, prioritized and met.

Service Performance

  • Manage service performance and cost data gathering from multiple sources (third party suppliers, Customer Service and Supplier managers), create service maturity scales and ensure that all operational services performance are measured consistently across IS and that the services and reports meet the needs of the business

  • Undertake an ongoing review of processes, procedures and SLAs, influencing modifications and enhancements of supplier services

  • Drive performance analysis of Service Introduction, Change Management, Service Level Management, Incident Management, Availability and Capacity Management projects, identify trends, issues and their root causes

  • Evaluate the effectiveness and efficiency of support and maintenance services and provide recommendations for savings and improvements

  • Contribute to Capacity Management and Service Improvement Plans for applications

  • Analyse suppliers’ performance against SLAs, share outcomes and drive future SLAs

  • Engage in a business partnering fashion with appropriate partners – for example, CFIT, local IT as appropriate to the role

  • Work collaboratively with:

  • Customer service and own Service Improvement Plans for major incidents and instances of customer dissatisfaction

  • Suppliers (internal or external) to ensure performance to targets within contracts and agreements, while conforming to all of the terms and conditions


Service Design

  • Design and develop service solutions, technology, processes, information and measurements to meet documented business requirements and outcomes, ensuring corporate and IT strategy alignment, consistency and integration in all IT activities and provide a Service Design Package (SDP) for handover into Service Introduction

  • Manage service management systems and tools related to the Service Portfolio

  • Support business requirements collection, analysis and engineering to ensure they are documented

  • Manage the coordination and deployment of quality solution designs for services and processes managing the risks in all services and design processes

  • Provide a single, consistent source of information on all agreed services ensuring availability to those with approval to access

  • Maintain appropriate ongoing recovery capability within IT services to match the agreed needs, requirements and timescales of the business

Education, Qualifications and Experience


  • High level of experience of Service Now performance analytics products

  • ITIL v3/4 Foundation qualified

  • Service management & IT support experience

  • Customer satisfaction focus

  • Experience in developing and managing relationships with suppliers

  • Application of policies, procedures and guidelines and providing expertise to the business group

  • Experience in risk management and assessment


  • Business Administration / Information Service Degree

  • ITIL training/service management accreditation

  • Technical skills, awareness and experience

  • Prior experience working in a Pharmaceutical or Healthcare industry IT environment

Why AstraZeneca?

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, and always committed to lifelong learning, growth and development. We’re on an exciting journey to pioneer the future of healthcare.

So, what’s next?

  • Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you.

Where can I find out more?

Ours is a place to innovate, take ownership and run with it – with countless opportunities to learn and grow your career. You get to design your path, but there’s support all the way.

If this sounds like you, Apply today!

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 authorisation and employment eligibility verification requirements.

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