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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