Key Responsibilities

Reporting & Analytics

Own and maintain reporting across Power BI, Power App, ServiceNow and SLA availability reporting, including client-ready PDF outputs and automation of recurring Service Management tasks for our UKI Risk Business.

Maintain and enhance Power App reporting that uses ServiceNow data to link major incidents to service availability and show performance against SLA commitments.
Produce service availability reporting in formats suitable for internal governance and client-facing communication, including PDF outputs used to support customer service reviews.
Create and support automation that reduces manual effort for the Service Management team and improves consistency across reporting, data updates, and operational processes.

Service Management Operations & ServiceNow Support

Support Incident, Change, SLA and Problem management processes using ServiceNow.
Act as a point of engagement with the ServiceNow Platform team, including the US/LN platform team where relevant, and perform testing on behalf of the Service Management team when platform changes are delivered.
Validate ServiceNow integration points in the test environment, confirm they continue to work as expected, and recommend code or configuration improvements where needed.

Change Coordination & Stakeholder Management

Act as the coordination point for shared services infrastructure changes coming into UK&I Service Management, ensuring the team understands the purpose, scope, risk, timing, and service impact of each change.
Set up and facilitate change review meetings where required, follow up on actions, and ensure change records contain the necessary detail, approvals, implementation information, backout plans, and stakeholder updates.
Manage communication across relevant stakeholder groups so that infrastructure, service, operational, and customer-facing teams are informed of planned changes and potential service impacts.

Technical Enablement & Tooling

Act as the technical support person for the Service Management team, helping translate operational requirements into practical tools, reporting outputs, and automation opportunities.
Maintain integration points that allow changes to be raised from Jira planning areas into the change process, creating a clearer entry point from delivery planning into Change Management.
Support the ongoing improvement of ServiceNow, Power App, Power BI, and Jira-based ways of working used by the Service Management team.

Essential

Required Experience & Skills

Excellent written and verbal communication skills.
Advanced Power BI skills, including dashboard creation and data modelling.
Solid experience using ServiceNow for Incident, Change, SLA and reporting processes, including testing platform changes and validating integration points.
Practical working knowledge of ITIL and ITIL 4 across Incident, Change, Service Level, Problem and Continual Improvement practices.
Experience using Microsoft 365 Copilot, AI agents or similar automation tools to improve reporting, documentation or operational workflows.
Strong process documentation skills, including the ability to capture and maintain clear operational procedures and service processes.
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Desirable

Experience supporting UK or European customers.
Experience working across time zones in a global delivery model.

Personal Attributes

Able to work independently while collaborating effectively with distributed teams.
Confident, credible, and comfortable challenging constructively when required.

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Sr Operational Process Analyst