Sr Operational Process Analyst

LexisNexis; Durban; 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. This role is pivotal in driving improvements, managing service management processes, and collaborating with teams across multiple locations. The ideal candidate will possess strong ITIL knowledge, excellent communication skills, and a proactive approach to problem-solving. With a focus on work-life balance and numerous wellness initiatives, this innovative firm offers a supportive environment for personal and professional growth. Join a team that values your contributions and helps you achieve your long-term career goals.

Benefits

Medical Aid

Retirement Plan inclusive of Risk Benefits

Modern family benefits, including adoption and surrogacy

Study Leave

Wellbeing initiatives

Shared parental leave

Sabbaticals

Qualifications

• Bachelor's degree in relevant field or equivalent experience required.
• ITIL knowledge and experience in change management essential.

Responsibilities

• Drive adherence to global service management processes and policies.
• Create and maintain analysis reports for continual service improvement.
• Serve as a subject matter expert on operational process matters.

Skills

ITIL knowledge

Excellent written and verbal communication

Change management principles

Problem-solving

Ability to work independently

Experience with ServiceNow

Experience with Azure DevOps

Education

Bachelor's degree in management information systems

Equivalent work experience

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.

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Medical Aid
• Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
• Modern family benefits, including adoption and surrogacy
• Study Leave

About the Business

LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.