Sr Operational Process Analyst

LexisNexis; Cape Town; On-site; ZAR 300,000 - 600,000; Full time

Job summary

An established industry player is seeking a Sr Operational Process Analyst to enhance operational processes and policies. In this pivotal role, you will lead problem-solving initiatives, support service management processes, and create insightful analysis reports. Collaborating with diverse teams across various locations, you will ensure compliance with global standards and drive continuous improvement. If you are passionate about optimizing processes and have a strong background in ITIL, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• Bachelor's degree or equivalent experience in relevant fields.
• Strong ITIL knowledge and excellent communication skills.

Responsibilities

• Drive adherence to global service management processes.
• Analyze and propose process improvement activities.
• Create and maintain analysis reports for service improvement.

Skills

ITIL knowledge

Excellent written and verbal communication skills

Change management principles

Ability to learn new processes and technologies

Problem-solving skills

Education

Bachelor's degree in management information systems

Bachelor's degree in systems engineering

Bachelor's degree in computer science

Tools

ServiceNow

Azure DevOps

Job description

Would you like to drive innovation and improvements?

Join us as a Sr Operational Process Analyst!

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,300 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.

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 the 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).
• Create, distribute, generate, and maintain 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.