Refresh IT - Service Experience Analyst

Join our global Enterprise Technology Services function, providing IT Services for the entire AstraZeneca organisation. As part of the Global Service & Experience Team, you will drive customer experience improvements across IT, ensuring our end-to-end services are effective and efficient. This role is task-led by the Refresh-IT Service Manager. There's never been a better time to join us as we bring our digital strategy to life., You will analyse service feedback, manage customer feedback, work closely with our UK Supplier on operational and financial activities, support key service improvement initiatives, and ensure the delivery of our services through other teams. You will also support testing activities for ServiceNow upgrades, enhancements and fixes, review existing processes, procedures and performance measures, and produce quality, accurate and meaningful reporting.

• A passion for delivering world-class customer service
• Proven Business Analysis experience
• Knowledge of ITIL Processes
• Excellent attention to detail
• Working knowledge of devices and desktop basics for AZ's hardware estate
• Ability to review and process disparate data
• Positive approach to learning new frameworks
• Ability to work collaboratively in diverse, multinational teams
• Demonstrable experience of using analytical tools
• Fluent English (written and oral)
Desirable skills/experience:
• Experience of supporting service improvements
• Knowledge or experience of process improvement techniques
• Experience of ServiceNow ITSM Toolset
• Customer Service Management background or accreditation
• ITIL Foundation Accreditation
When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world. At AstraZeneca, we are committed to disrupting an industry and changing lives. Our work has a direct impact on patients, transforming our ability to develop life-changing medicines. We empower the business to perform at its peak and lead a new way of working, combining cutting-edge science with leading digital technology platforms and data. Join us at a crucial stage of our journey in becoming a digital and data-led enterprise. Make the impossible possible by building partnerships and ecosystems, creating new ways of working and driving scale and speed to deliver exponential growth.