IT Service Analyst

Salary £45,000 - £55,000 plus benefits

The job holder is responsible for end to end user incident resolution, request fulfilment, and incident avoidance through IT operating model and actions defined in ITIL related processes, by leveraging functional/technical capabilities as well as managing external service provider. They will play a key role in the success of operation and service delivery of Mars Global Services Digital Technology to all Mars business units within the time zone.

What are we looking for?

• The IT Service Analyst provides functional and technical expertise on the Regional Applications Europe as in charge of design, development, deployment, further evolution and support of Global Applications products to business users, including ITIL Service Delivery process, Deliver Continuous Improvement, Deployment project roles and Service Introduction project roles.
• This position will always search for better and quicker delivery value back to our customers, based on Agile and DevOps ways of working and mindsets.
• This role will be part of the Global Applications Service Delivery team based in various hub sites.

What will be your key responsibilities?

• Manage the demand with the business (CIPs, projects, major incidents, special requests), including address Escalation of incidents/requests/problems/demands from business
• Involvement on transformational programs/projects to provide functional and technical expertise, collaborating with since the design until go live of products, including Service Introduction role when needed
• Service management with 3rd Party vendors based on role model operational excellence, with overall accountability on the metrics for service (SLAs. Availability, performance, etc)
• Development management with 3Rd Party vendors based on role model development excellence, with overall accountability on metrics for development
• Strong collaboration with business to translate business functional requirements into actual practical and working IT solution specifications and assuring high level of satisfaction from the customers
• Manage and execute technical design, development and configuration activities for products and services on Regional Applications.
• Identify and develop automation opportunities across the business processes and internal processes
• Identify, propose and develop improvements for product and services as part of Problem Management process
• Document solutions developed according to the defined rules in place, to assure global supportability
• Participate and collaborate on a Community of Practices related to his functional and technical areas
• Assist with change management activities, including releases and production slots.

What can you expect from Mars?

• Work with over 130,000 diverse and talented Associates, all guided by The Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

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