Key Responsibilities

Reporting & Analytics

Own and maintain reporting across Power BI, Power App, ServiceNow and SLA availability reporting, including client-ready PDF outputs and automation of recurring Service Management tasks for our UKI Risk Business. 

• Maintain and enhance Power App reporting that uses ServiceNow data to link major incidents to service availability and show performance against SLA commitments.
• Produce service availability reporting in formats suitable for internal governance and client-facing communication, including PDF outputs used to support customer service reviews.
• Create and support automation that reduces manual effort for the Service Management team and improves consistency across reporting, data updates, and operational processes.

Service Management Operations & ServiceNow Support

• Support Incident, Change, SLA and Problem management processes using ServiceNow.
• Act as a point of engagement with the ServiceNow Platform team, including the US/LN platform team where relevant, and perform testing on behalf of the Service Management team when platform changes are delivered.
• Validate ServiceNow integration points in the test environment, confirm they continue to work as expected, and recommend code or configuration improvements where needed.

Change Coordination & Stakeholder Management

• Act as the coordination point for shared services infrastructure changes coming into UK&I Service Management, ensuring the team understands the purpose, scope, risk, timing, and service impact of each change.
• Set up and facilitate change review meetings where required, follow up on actions, and ensure change records contain the necessary detail, approvals, implementation information, backout plans, and stakeholder updates.
• Manage communication across relevant stakeholder groups so that infrastructure, service, operational, and customer-facing teams are informed of planned changes and potential service impacts.

Technical Enablement & Tooling

• Act as the technical support person for the Service Management team, helping translate operational requirements into practical tools, reporting outputs, and automation opportunities.
• Maintain integration points that allow changes to be raised from Jira planning areas into the change process, creating a clearer entry point from delivery planning into Change Management.
• Support the ongoing improvement of ServiceNow, Power App, Power BI, and Jira-based ways of working used by the Service Management team.

Required Experience & Skills

Essential

• Excellent written and verbal communication skills.
• Advanced Power BI skills, including dashboard creation and data modelling.
• Solid experience using ServiceNow for Incident, Change, SLA and reporting processes, including testing platform changes and validating integration points.
• Practical working knowledge of ITIL and ITIL 4 across Incident, Change, Service Level, Problem and Continual Improvement practices.
• Experience using Microsoft 365 Copilot, AI agents or similar automation tools to improve reporting, documentation or operational workflows.
• Strong process documentation skills, including the ability to capture and maintain clear operational procedures and service processes.

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Desirable

• Experience supporting UK or European customers.
• Experience working across time zones in a global delivery model.

Personal Attributes

• Able to work independently while collaborating effectively with distributed teams.
• Confident, credible, and comfortable challenging constructively when required.

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