Business Analyst – IT Service Management
Job Description
Job title: Business Analyst – IT Service Management
Company: Freshfields Bruckhaus Deringer
Job description: Role summary/purpose of job
The IT Service Management Business Analyst is responsible for leading the creation & maintenance of ITSM processes & procedures and transition of these into Live Operation. They will communicate with the key stakeholders in the firm to analyse requirements, determine prioritization of backlog and with the help of data analytics produce an end-to-end process map. This role also includes specific ServiceNow process mapping, roadmap and prioritisation accountability.
Overview of the Function
This role reports into Service Management and then into the Technology team that is responsible for the delivery of IT services to the firm
Location Overview: Manchester
The Freshfields Global Centre provides both business and legal services to the firm. Our services are delivered in a way which supports the global nature of our firm and our clients, enables our fee earners to deliver exceptional service to our clients and to do that in a way which is efficient and effective.
Key responsibilities and deliverables
Develop and maintain a thorough understanding of the business processes.
Develop a deep understanding of the processes you are working with so that you become the subject matter expert.
Perform analysis of the impact of change requirements providing clear, concise and objective recommendations on how to proceed.
Identify and apply the right tools and methods to identify the user experience, characteristics and tasks, and the technical, organisational, and physical environment in which your processes operate.
Analyse the business processes that are impacted by your ITSM processes; identify pain points and inefficiencies, assesses feasibility of change, and recommend new approaches.
Facilitate open communication and discussion between stakeholders, defining the right approach to achieve desired outcomes.
Work with Process owners to promote understanding of the need for changes, refinement, providing detail where needed in the development lifecycle.
Developing and using your knowledge of the business to ensure that process owners maintain a business perspective on how new processes will be delivered, including planning around key business cycles, selecting appropriate customers for pilot, etc.
Grow relationships with key stakeholders across IT, business services and/or legal practice groups depending on role.
Create detailed requirements documentation for the ServiceNow toolset, including catalogue and Virtual Agent flows where appropriate. Understand the capabilities and best practice guidance for ServiceNow in order to assure the roadmap.
Key requirements
Essential
Strong ITIL knowledge and experience
Experience managing and maintaining effective supplier relationships, where ‘desk to desk’ processes are in place
Experience assisting in the setup, process mapping and documentation of new processes
Experience creating and updating knowledge base articles when required
Exposure to assisting with ISO processes and associated tasks
Good working knowledge of ServiceNow
Experience assisting in developing and maintaining procedures and processes in line with Industry standard best practice and continual service improvement
Exposure to working primarily within a support team but also be comfortable presenting ideas to Senior Management and Clients
A passion for Service Management, focus on continual improvement and enthusiasm to learn
Strong communication/presenting ability
Strong decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate one
An ability to effectively influence others and where necessary modify their opinions, plans, or behaviours
An understanding of business needs and commitment to delivering high-quality, prompt, and efficient service to the business
An understanding of organizational mission, values, and goals and consistent application of this knowledge
Desirable
Current vendor accreditations in ServiceNow
Exposure to legal industry specific technologies and tools
Freshfields Overview
Freshfields Bruckhaus Deringer is a major international law firm, providing business law advice of the highest quality. We want to be the law firm that clients turn to for legal advice where it most matters, wherever in the world that may be. The Firm has over 2,400 lawyers in 28 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions and governments.
Our people make our firm – we are a people business and want to create a welcoming and supportive environment where all can flourish. We see diversity as a strength which creates fresh perspectives and generates new ideas. We enjoy our work and are determined to do an outstanding job. We deliver best when working in teams. Our culture is a product of the combined mindsets and behaviours of our people which is through the Being Freshfields principles, outlined below:
we show respect to everyone
we are there for one another
we are open with each other
we are positive role models
We think and work globally – we don’t just say we are one firm; we act like one firm right across the world. We work wherever our clients need us. This is how we define ourselves, not by reference to where we have offices. Cross-border work isn’t just what we do, it is what we excel at. We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.
We aim to add value in everything we do – we are passionate about helping our clients succeed. We use our experience and creativity to help clients make judgements and achieve their goals. In everything we do, we seek to make a real difference to the communities in which we operate.
Freshfields is committed to promoting equality and diversity and to developing a culture that values differences, recognising that employees from a variety of backgrounds make important and positive contributions to our business and how we service our clients.
Inclusion
Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.
Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (eg the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision
Expected salary: