Role: System Analyst Skills : Analytical skills, data Analysis, service Now Job Type: Fulltime Job location: London Responsibilities: Ensure the fulfillment of all service requests according to the defined SLAs/OLAs and escalate proactively when at risk of breaching; Including handling delivery on more complex request catalog (form changes, new forms, workflow changes, etc) that is not covered by our AMS support of service now · Collaborate with service desk and ops teams for request management process activities · Ensure that global IT production services and partners are following the request management process correctly · Governing request catalogues, forms & workflows to maintain currency and consistency · Developing automation across request management workflows to produce faster fulfilment times & self-service experience · Deliver training courses related to request management to all IT delivery teams · Identify and manage continual improvement opportunities from a process, tooling & organizational perspective · Provide reports and management communication to ensure the correct and timely fulfillment of service requests · Resolve escalations from stakeholders where required · Identify tooling opportunities to enhance the process sponsoring, designing and change managing the process and its metrics · Ensuring that appropriate process documentation is available and current · Defining appropriate policies and standards to be employed throughout the process · Periodically auditing the process to ensure compliance to policy and standards · Periodically reviewing the process strategy to ensure that it is still appropriate and change as required · Communicating process information or changes as appropriate to ensure awareness to all stakeholders · Providing process resources to support activities required throughout the service lifecycle · Reviewing opportunities for process enhancements and for improving the efficiency and effectiveness of the process · Addressing issues with the running of the process · Identifying improvement opportunities for inclusion in the CSI Register. Working with the CSI manager and process managers to review and prioritize improvements in the CSI Register