At a Glance
- 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, inclusive environment, and opportunities for professional growth.
- Other info: Dynamic role with excellent career advancement opportunities in a supportive workplace.
- Why this job: Make a real impact in ITSM while working with diverse teams and innovative tools.
- Qualifications: Strong ITIL knowledge and experience with ServiceNow; passion for service management.
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
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, their values, and how they operate. 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 and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions related to IT Service Management. Think about how your experience aligns with the role 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 seen. Plus, it shows you’re serious about joining the Freshfields team and makes it easier for us to track your progress.
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 application! Tailor your CV and cover letter 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 role.
Show Your Passion:We love candidates who are passionate about Service Management and continual improvement. Make sure to express your enthusiasm in your application. Share examples of how you've driven improvements in past roles or how you stay updated on industry best practices.
Apply Through Our Website:To make sure your application gets to us without any hiccups, apply directly through our website. It’s the easiest way for us to keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Freshfields
✨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, and be ready to explain your thought process. This will demonstrate your ability to provide clear, concise, and objective insights, which is crucial for the role.
✨Build Relationships with Stakeholders
Think about how you've successfully collaborated with stakeholders in the past. Be prepared to share stories that highlight your communication skills and your ability to facilitate discussions. This will show that you understand the importance of stakeholder engagement in refining and implementing processes.
✨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 only maintaining but also improving processes in line with business needs.
