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- Tasks: Support efficient IT Service Management processes and drive continual service improvement.
- Company: Join Freshfields, a leading global law firm with a collaborative culture.
- Benefits: Competitive salary, professional development, and a diverse work environment.
- Why this job: Make a real impact in ITSM while working with top professionals in the legal industry.
- Qualifications: Strong ITIL knowledge and experience with ServiceNow; passion for service management.
- Other info: Inclusive workplace that values diverse backgrounds and offers excellent career growth.
The predicted salary is between 36000 - 60000 £ 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:
- 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.
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.
IT Service Management Senior Business Analyst in Manchester employer: Freshfields Bruckhaus Deringer
Contact Detail:
Freshfields Bruckhaus Deringer Recruiting Team
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 of IT Service Management. 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 be a game-changer in landing that job.
✨Tip Number 3
Prepare for those interviews! Brush up on your ITIL knowledge and be ready to discuss how you've improved processes in past roles. Use real examples to demonstrate your skills and show how you can bring value to Freshfields.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about wanting to join the Freshfields team.
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 your application, make sure you really understand the ITSM processes and the role itself. Dive into the job description and highlight how your experience aligns with what we're looking for. This will help you stand out as a strong candidate!
Tailor Your Application: Don’t just send a generic CV and cover letter! Tailor your application to reflect the specific skills and experiences that match the job description. Use keywords from the listing to show us you’re the perfect fit for the IT Service Management Senior Business Analyst role.
Showcase Your Communication Skills: Since this role involves working closely with various stakeholders, it’s crucial to demonstrate your communication abilities. In your application, share examples of how you've effectively communicated complex ideas or facilitated discussions in past roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, it shows us you’re genuinely interested in joining our team at StudySmarter!
How to prepare for a job interview at Freshfields Bruckhaus Deringer
✨Know Your ITSM Inside Out
Before the interview, dive deep into IT Service Management processes. Familiarise yourself with ITIL principles and how they apply to the role. Being able to discuss specific examples of how you've improved processes or handled change will show your expertise.
✨Master ServiceNow
Since this role requires strong knowledge of ServiceNow, make sure you brush up on its features and best practices. Be prepared to discuss how you've used ServiceNow in past roles, particularly in creating documentation or managing incidents.
✨Communicate Like a Pro
Strong communication skills are key for this position. Practice articulating your thoughts clearly and concisely. Think about how you can facilitate discussions between stakeholders and present your ideas effectively to senior management.
✨Show Your Passion for Improvement
Demonstrate your enthusiasm for continual service improvement. Prepare examples of how you've identified inefficiencies in processes and the steps you took to enhance service delivery. This will highlight your proactive approach and commitment to excellence.