Sr Operational Process Analyst at LexisNexis South Africa

About the Role

• We are looking for a Sr Operational Process Analyst to join our team. This role involves contributing toward the improvements in our operational processes, policies, and supporting tools.  You’ll be part of making critical decisions and communicating with teams/management in the Global Business Technology organization. You will lead problem-solving efforts, support research/design, and contribute to assignments within the service management processes.  Additionally, you will be responsible for creating, distributing, generating, and maintaining analysis reports to assist with continual service improvement and ensuring adherence to policies.

Responsibilities:

Drive adherence to global service management processes (e.g. change, incident, release management). 

• Define and validate modifications and enhancements to service management policies, and procedures.
• Analyze, Propose, Initiate and drive process improvement activities.
• Serve as the first point of escalation and subject matter expert on operational process matters; escalate to management as required.
• Review production changes for compliance with global change management policies.
• Support development teams in implementation of operational processes (e.g. test coverage, code coverage).
• Provide training on service management and tool utilization.
• Help manage the Change Advisory Board (CAB).
• Creation, distribution, generation, and maintenance of analysis reports that assist with continual service improvement.

Requirements:

• Bachelor's degree in management information systems, systems engineering, computer science, technology or equivalent work experience.
• Available to work shift hours 10:00 AM – 18:30 PM SAST.
• ITIL knowledge required.
• Excellent written and verbal communication skills.
• Experience working with individuals/teams across multiple locations/time zones.
• Experience and knowledge in change management principles, methodologies, and tools.
• Demonstrated ability to work independently/with minimal direction.
• Experience with ServiceNow, Azure DevOps preferred.
• Ability and desire to learn new processes, tools, and technologies.
• Ability to escalate issues using good judgment.