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Service Management Analyst

Change Recruitment
Job LocationGlasgow
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Are you an experienced IT Service Management specialistDo you have great people skillsHave you worked in a super user role supporting an ITSM applicationBased from their office in Glasgow city centre however they provide hybrid working.You will be joining their service excellence team which sits within their shared services function.. The function has team members across Glasgow and Brisbane, Australia, providing essential client and employee lifecycle services across their 30 officesglobally.They have recently implemented a new IT Service Management solution and you will become the product specialist for this.Main responsibilities include:

  • Act as a product super-user, becoming an expert and be the link between the business users and development teams to define requirements and design solutions.
  • Drive the overall vision for the Cherwell Service Management application.
  • Engage with users and stakeholders to understand needs and ensure that these needs are represented to the programme and development teams
  • Contribute ideas towards the development of a user portal.
  • Scope and prioritise BAU change and improvement activities
  • Manage a BAU backlog of administration, maintenance and updates to Cherwell.
  • Set up and run regular user groups.
  • Work with the Test Manager to review and test project outputs.
  • Support the capturing of process system requirements and ensure that these are validated and signed off globally.
  • Highlight the benefits of the Service Management Tool to operational teams.
Skills needed:
  • Experience in a Service Management expert role.
  • Experience working on projects using Agile methodology.
  • Ability to clearly communicate technical solutions with non-technical users.
  • Resiliency with a capacity to respond to pressure and shifting demands.
  • Demonstrated ability to capture process and system requirements.
  • Works with and able to challenge senior leaders.
  • Proven experience of managing relationships with multiple stakeholders.
  • Exceptional eye for detail coupled with an analytical mind and inclination for problem-solving.
  • Ability to work independently, efficiently and use initiative
Product management experience is very beneficial.For more information get in touch asap

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