AstraZeneca is a global, science-led, patient-focused pharmaceutical company that focuses on the discovery, development, and commercialization of prescription medicines for some of the world's most serious disease. But we're more than one of the world's leading pharmaceutical companies.
As a high-performing team, we are united and motivated by our shared purpose - to push the boundaries of science to deliver life-changing medicines. We come to work each day to make a difference - to patients, society, and our company.
Here you will experience a fast paced and agile environment as we continue to support the business on a journey of evolution and growth, driven by new, exciting technology and digital innovations. It's challenging and sometimes demanding, and that's why we love it.
**About the role**
This role will work within the Service Analytics & Insights team and support and lead on a number of aspects. It will deliver reporting, data and insights to the Insight & Improvement Mangers. It will also support the IT Analytics Managers with the tooling capabilities conducting Insights/Analytics activity to partner with IT Functions where support for Analytics is required. The key outcome is to drive service and process improvements through insights reporting and dashboarding. The individual will work within a small team on a number of parallel tasks and initiatives, including independently serving defined requests within the function and acting as a business point of contact. Individuals in this role will typically be experienced in analysis, reporting and any other Information Services discipline**_._**
**Typical Accountabilities**
- Works within a team to deliver day-to-day support of insights, analytics and reporting covering one or a number of core areas of IT service management (ITSM). This role will provide additional deep-dive or ad-hoc data analysis of data per BTG, Service or Process requirements and help deliver new metrics.
- Develop new dashboards and reports as required across ITSM and associated areas
- Ensures the production of reports or analyses, to meet quality standards, and provides interpretation of data into visual format and presents to various forums on output and suggested next steps.
- Carries out calculations, analyses or investigations to defined briefs to support the business area
- Participates in establishing an understanding of (internal) customer requirements to ensure that planned activities and reporting meet needs, and in monitoring those reporting and activities to ensure requirements are fully met
- Owns delivery for designated tasks and operates independently to interpret, diagnose and resolve identified problems, escalating only complex issues for resolution
- On an ad-hoc basis may own delivery of project based reporting in a defined area of Information Services
- Support key service ITIL processes, including Incident Management, Problem Management, Change Management, Knowledge Management and Release Management, ensuring that they are effective and efficient through data analysis to support continual service improvement and governance.
- Be responsible for continuous improvement by collaborating with the wider Insights & Analytics team and broader IT teams
**Education, Qualifications, and Experience**
**Essential**
- Experience of **_ServiceNow reporting, data model _**and, ideally**_ Performance Analytics_**:
- Excellent working knowledge of the**_ ITIL Processes_**, ideally with ITIL foundation layer certification
- Experience of developing dashboards in **_Power BI_**, or similar BI tools.
- Knowledge or experience of process improvement techniques, such as **_LEAN_**:
- Experience in presenting data from databases in visualisation tools
- Higher level qualifications or demonstrable experience in Statistics, Data Science, Mathematics or Economics (or equivalent)
- Proven ability to review and process disparate sets of data to produce findings, support decisions, propose, communicate and deliver on agreed recommendations.
- Demonstrable experience of collaborative working with teams locally and globally
- Demonstrable experience of using analytical tools (including Excel) to structure, transform, and visually represent complex data clearly, meaningfully and in a way appropriate to the audience
- Demonstrable experience of writing reports, preparing slides (using PowerPoint) and giving formal presentations
- Excellence English language written and spoken
**Desirable**
- Experience of working in a global organization with complex/geographical context
**Skills and Capabilities**
**Essential**
- Demonstrate good communication skills and facilitation skills with the ability to work with others to achieve objectives
- Resilient, with a positive approach, even when setbacks/ hurdles occur
- Experience of modelling, analysis and forecasting (using Excel)
**Why AstraZeneca?**
At AstraZeneca when we see an opportunity for change, we seize it and make it