Service Analyst – Incident

Job title:

Service Analyst – Incident

Company

Cpl Group

Job description

Job SummaryWalgreens Boots Alliance (Nasdaq: WBA) is an integrated healthcare, pharmacy and retail leader serving millions of customers and patients every day, with a 170-year heritage of caring for communities. WBA Digital and IT Solutions Ireland Ltd (WBA D&ITS) is designed to support innovation in healthcare technology with the agility to respond quickly to WBA’s operational needs through a 24/7 ‘follow the sun’ model. WBA D&ITS optimizes pharmacy software platform operations by centrally managing selected digital pharmacy products.Our people are the reason for our success, and our focus is to scale and grow our Dublin office, simultaneously delivering work for Walgreens. We believe in hiring great people, and we want to ensure everyone has the best possible work experience every day. Together we strive to deliver More joyful lives through better health!We are looking for a Service Analyst – Incident and Major Incident to join our Infra & Operations Team.This role is pivotal in supporting the Services Lead in managing the overall service by ensuring incident and major incident processes are properly coordinated, tracked, and reported. Focusing on audit, compliance, and governance, the role emphasizes process improvement and insights rather than hands-on incident handling, which is managed by third-party teams.This is a hybrid position based in our Dublin 2 office.Job DescriptionWhat you will do:

• Support the Service Lead in managing and coordinating incident and major incident processes, ensuring compliance with established ITIL best practices.
• Collaborate with internal and external partners responsible for the day-to-day management of incidents, ensuring smooth communication and coordination across all groups.
• Work closely with the visualisation/reporting team to generate and present reports on incident and major incident trends, ticket statuses, and overall service performance.
• Improve on storytelling around the subject of Major incidents, in particular, relating to their Root Causes.
• Analyse recurring incidents and trends, identifying areas for improvement and making recommendations for proactive changes.
• Monitor incident workflows and ensure processes align with governance frameworks and organisational standards.
• Act as a key point of contact in conducting audits of incident management systems and prepare compliance reports for review by senior leadership.
• Partner with the Service Lead to identify areas for process improvement within the incident management lifecycle and suggest enhancements.
• Ensure incident-related documentation is up to date, including status updates, resolution notes, and any post-incident analysis.
• Suggest and support process enhancements, including updates to tools, workflows, or communication protocols.
• Organise periodic workshops to decide on areas for improvement and identify both quick and medium-term wins.
• Facilitate clear and consistent communication between internal teams and external stakeholders, ensuring timely updates on incident status and resolution.
• Prepare concise summaries and reports of incident status for presentation to senior leadership

What will make you successful:You will be able to:

• Coordinate effectively across multiple teams and stakeholders to maintain smooth incident management processes.
• Work with reporting teams to generate insights and visualize key performance metrics.
• Communicate clearly and concisely, keeping stakeholders informed of incident status and service health.
• Build trust as a point of contact for sourcing information and sharing new ideas.
• Continuously upskill and refine your knowledge of processes and tools to promote service stability.
• Mentor and train peers in your areas of expertise, contributing to team growth.

… have:

• 3+ years of experience in an Analyst, Audit, Compliance, or Governance role (preferably within an IT service environment).
• Familiarity with tools like ServiceNow or Remedy for call logging.
• Strong understanding of ITIL best practices and incident management processes.
• Proven ability to manage stakeholder relationships and present to senior leadership.
• Proficiency in MS Office and excellent attention to detail.
• A positive, pragmatic, and solution-oriented mindset.

…. and be experienced with:

• Service management tools (e.g., ServiceNow, Remedy).
• Incident and major incident management functions.
• Collaborating with internal engineering and operations teams and external vendors.
• Identifying trends and insights to inform business recommendations.
• Monitoring service delivery and preparing dashboards for service reviews.
• Recognizing trends and anomalies in data to improve operations.

What we offer

• A collaborative and innovative work environment focused on continuous improvement.
• Access to learning and development opportunities, including certifications like ITIL.
• A hybrid working model with flexibility and a supportive team culture.
• Competitive salary and comprehensive benefits package.
• Opportunities to advance your career within IT service management or related fields.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply – we’d love to hear from you.WBA Technology Center is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, colour, age, family status, disability, religion, sex, sexual orientation, gender identity, nationality, or ethnic origin.

Expected salary

Location

Southside Dublin

Job date

Wed, 05 Feb 2025 23:30:33 GMT

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