IT Engagement Analyst

IT Engagement Analyst

Location: Macclesfield, UK

Competitive Salary and Benefits

Closing Date: 5th January 2025

Introduction to role:

Join AstraZeneca's Enterprise Technology Services function, a truly global team spanning Asia, Europe, and the Americas. Our mission is to drive service and experience improvements across IT, ensuring our end-to-end services are effective and efficient to support business needs. We support the strategy and development of the AZ shared Service platform (ServiceNow), used to support IT, HR, and Finance, with great opportunities to leverage capabilities and introduce efficient processes, workflows, features, and functionality. AstraZeneca is a global, innovation-driven biopharmaceutical company focused on the discovery, development, and commercialization of prescription medicines for some of the world's most serious diseases. We pride ourselves on a unique workplace culture that inspires innovation and collaboration, empowering employees to express diverse perspectives and feel valued for their ideas and creativity.

Accountabilities:

- Manage IT Customer Satisfaction (CSAT) process, reporting, and data management.

- Adopt a CSI approach to CSAT processes, identifying opportunities and driving better adoption across GSE and ETS.

- Analyze customer complaints/dissatisfaction and follow up with service teams to ensure satisfaction resolution and learnings.

- Act as Product Owner within the ITSM toolset (ServiceNow) for CSAT.

- Collaborate with Global Service & Experience Team Leads to support key analysis and improvement activities across customer-facing processes and services.

- Work with ETS Process and Tech Lead (PTL) coordinator and PTL managers on broader service improvement opportunities, specifically aligned to AskIT.

- Own our enterprise polling solution, acting as a key stakeholder with the vendor and the business.

- Support IT Training needs for the enterprise polling solution.

- Execute the strategy for our polling superuser community, driving engagement and collaboration.

- Deliver 1-1 and group support sessions for our enterprise polling solution as required.

- Support Product Owner within the ITSM toolset (ServiceNow) for Notifications aligned to GSE.

- Help support lifecycle for 20 notifications across 14 languages, including testing.

- Support the ‘Walkup’ module in ServiceNow.

- Assist the Director of Social Comms & Engagement in managing the IT Showcase events calendar, merchandise requirements, shirt requests for AskIT Service, and IT Onboarding and Offboarding processes.

- Enable mechanisms for effective management of customer feedback.

- Analyze trends in customer experience and CSAT data to identify improvement areas.

- Champion the value of CSAT data and insights through communications and dashboard reporting.

- Develop CSAT dashboards to support Service Leads and IT Leaders with visibility of key IT metrics for monthly performance.

- Support key service improvement initiatives and activities work.

- Embed SIP process adoption across ETS Service areas.

- Support tool improvement activities through ServiceNow processes.

- Ensure smooth ServiceNow upgrades, enhancements, and fixes through testing activities.

- Support new and improved technology, services, and contact channels in GSE.

- Review existing processes, procedures, and performance measures for targeted services impacting customers.

- Monitor the effectiveness and efficiency of processes directly impacting customers.

- Produce quality, accurate, and meaningful reporting to agreed reporting cycles.

- Contribute to testing demand for new and ad hoc ITSM toolset (ServiceNow) releases.

- Ensure Notifications remain fresh and current in look and feel, aligning with out-of-the-box standards.

- Provide ad hoc assistance for key actions such as demand management, knowledge, and catalogue approval with the Portal Lead.

- Coordinate IT Showcase events and manage communications with the Director of Social Comms & Engagement.

Essential Skills/Experience:

- A passion for delivering world-class customer 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 (e.g., Incident, Request, Change, Problem, Knowledge, CMDB).

- Excellent attention to detail and thoroughness.

- Ability to review and process disparate data to produce findings/insights supporting decision making.

- Positive approach to learning new frameworks and IT languages 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 appropriately for the audience.

- Demonstrable experience of writing reports and preparing slides (using PowerPoint).

- 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 while working to deadlines.

- Fluent English (written and oral).

Desirable Skills/Experience:

- Demonstrable experience of supporting service improvements.

- Knowledge or experience of process improvement techniques such as Six Sigma or LEAN.

- Experience of ServiceNow ITSM Toolset.

- Customer Service Management background or accreditation desirable.

- ITIL Foundation Accreditation desirable.

At AstraZeneca, we build partnerships that drive efficiency by connecting globally across different functions and with external partners. Our team players are comfortable engaging with people in the business, opening up conversations, and seeking input. This collaborative approach drives efficiency and productivity as we make our data available across the business to succeed together.

Ready to make a difference? Apply now!

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.