At a Glance
- Tasks: Support efficient IT Service Management processes and drive continual service improvement.
- Company: Join a leading global law firm with a focus on innovation and collaboration.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic work environment with a commitment to diversity and inclusion.
- Why this job: Make a real impact in ITSM while working with diverse teams and cutting-edge tools.
- Qualifications: Strong ITIL knowledge, experience with ServiceNow, and excellent communication skills.
The predicted salary is between 50000 - 65000 £ per year.
This role supports the delivery of efficient and effective Service Management processes within the Freshfields Global Centre in Manchester. It involves developing subject matter expertise in ITSM processes, analysing the impact of change, identifying opportunities for improvement, and ensuring processes align with business needs and industry best practice. Working closely with process owners and stakeholders across IT, business services and legal teams, the role focuses on refining and implementing processes, maintaining strong ServiceNow knowledge, and driving continual service improvement to enhance overall service delivery.
Key responsibilities and deliverables:
- Develop and maintain a thorough understanding of the business processes.
- 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, assess 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.
- 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, as well as knowledge of Incident Management tool sets.
- 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.
- Good working knowledge of ServiceNow.
- 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 understanding of business needs and commitment to delivering high-quality, prompt, and efficient service to the business.
Desirable:
- Current vendor accreditations in ServiceNow.
- Exposure to legal industry specific technologies and tools.
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 prior to employment commencing.
IT Service Management Senior Business Analyst in Manchester employer: Dormont Manufacturing Co
Freshfields offers a dynamic and inclusive work environment in the heart of Manchester, where employees are encouraged to develop their expertise in IT Service Management. With a strong focus on continual improvement and collaboration across teams, the company provides ample opportunities for professional growth and development, ensuring that every team member can contribute meaningfully to the firm's success. Additionally, Freshfields' commitment to diversity and equal opportunity makes it an attractive employer for individuals seeking a rewarding career in a supportive atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Management Senior Business Analyst in Manchester
✨Tip Number 1
Get to know the company inside out! Research Freshfields and understand their values, mission, and the specific role you're applying for. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals, which can boost your chances of landing that job.
✨Tip Number 3
Prepare for interviews by practising common questions related to IT Service Management. Think about how your experience aligns with the key responsibilities mentioned in the job description, and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about the opportunity at Freshfields.
We think you need these skills to ace IT Service Management Senior Business Analyst in Manchester
Some tips for your application 🫡
Know Your Stuff:Before you start writing, make sure you really understand the ITSM processes and the role itself. Dive into the job description and highlight key responsibilities that resonate with your experience. This will help you tailor your application to show us you're the perfect fit!
Be Clear and Concise:When crafting your application, keep it straightforward. Use clear language and avoid jargon unless it's relevant. We want to see your thought process, so make sure your recommendations and insights are easy to follow.
Show Your Passion:Let your enthusiasm for Service Management shine through! Share examples of how you've driven continual improvement in past roles. We love candidates who are genuinely excited about making a difference in service delivery.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to showcase your tech-savvy side right from the start!
How to prepare for a job interview at Dormont Manufacturing Co
✨Know Your ITSM Inside Out
Before the interview, dive deep into IT Service Management processes. Familiarise yourself with the key concepts and best practices, especially those related to ServiceNow. Being able to discuss specific examples of how you've applied your ITIL knowledge will show that you're not just familiar with the theory but can also implement it effectively.
✨Showcase Your Analytical Skills
Prepare to discuss how you've previously analysed the impact of change within ITSM processes. Bring examples of recommendations you've made based on your analysis. This will demonstrate your ability to think critically and provide clear, concise insights that align with business needs.
✨Build Relationships with Stakeholders
Think about how you've successfully collaborated with process owners and stakeholders in the past. Be ready to share stories that highlight your communication skills and your ability to facilitate discussions that lead to effective outcomes. This is crucial for the role, so showing you can foster these relationships will set you apart.
✨Demonstrate Your Passion for Continuous Improvement
Express your enthusiasm for continual service improvement during the interview. Share specific instances where you've identified pain points and implemented changes that enhanced service delivery. This will reflect your commitment to not just maintaining processes but actively seeking ways to improve them.
