Refresh-IT – Service Experience Analyst

Refresh IT – Service Experience Analyst

Macclesfield, UK

Competitive salary and benefits

Close date: 17th November 2024

Introduction to role:

Join our global Enterprise Technology Services function, providing IT Services for the entire AstraZeneca organisation. As part of the Global Service & Experience Team, you will drive customer experience improvements across IT, ensuring our end-to-end services are effective and efficient. This role is task-led by the Refresh-IT Service Manager. There’s never been a better time to join us as we bring our digital strategy to life.

Accountabilities:

You will analyse service feedback, manage customer feedback, and work closely with our UK Supplier on operational and financial activities. You will support key service improvement initiatives and ensure the delivery of our services through other teams. Additionally, you will manage the supply chain for device hardware, oversee logistics operations, and coordinate with key stakeholders to ensure seamless service delivery. You will also support testing activities for ServiceNow upgrades, enhancements, and fixes, review existing processes, procedures, and performance measures, and produce quality, accurate, and meaningful reporting

Essential Skills/Experience:

• A passion for delivering world-class customer service
• Proven experience in managing key stakeholders
• Proven Business Analysis experience
• Knowledge of ITIL Processes
• Excellent attention to detail
• Working knowledge of devices and desktop basics for AZ’s hardware estate
• Ability to review and process disparate data
• Positive approach to learning new frameworks
• Ability to work collaboratively in diverse, multinational teams
• Demonstrable experience of using analytical tools
• Knowledge of supply chain and logistic processes
• Experience in managing end-to-end supply chain operations, including demand planning, inventory management, and distribution
• Strong written and oral communications & fluent in English

Desirable skills/experience:

• Experience of supporting service improvements
• Knowledge or experience of process improvement techniques
• Experience of ServiceNow ITSM Toolset
• Customer Service Management background or accreditation
• ITIL Foundation Accreditation

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.

At AstraZeneca, we are committed to disrupting an industry and changing lives. Our work has a direct impact on patients, transforming our ability to develop life-changing medicines. We empower the business to perform at its peak and lead a new way of working, combining cutting-edge science with leading digital technology platforms and data. Join us at a crucial stage of our journey in becoming a digital and data-led enterprise. Make the impossible possible by building partnerships and ecosystems, creating new ways of working and driving scale and speed to deliver exponential growth.

Ready to make a meaningful impact? Apply now to join our team and help us develop life-changing medicines!

Date Posted

08-Nov-2024

Closing Date

17-Nov-2024

Our mission is to build an inclusive and equitable environment. We want people to feel they belong at AstraZeneca and Alexion, starting with our recruitment process. We welcome and consider applications from all qualified candidates, regardless of characteristics. We offer reasonable adjustments/accommodations to help all candidates to perform at their best. If you have a need for any adjustments/accommodations, please complete the section in the application form.

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