Senior Operational Process Analyst

About the role

We are looking for a Senior Operational Process Analyst to join our UKI Risk Business team. You will own reporting and automation across Power BI, Power Apps, ServiceNow and SLA management, delivering client‑ready outputs and improving service‑management efficiency.

Key responsibilities

• Maintain and enhance Power BI and Power App reporting, linking ServiceNow data to major incidents and SLA performance.
• Produce internal and client‑facing service availability reports, including PDF deliverables for service reviews.
• Automate recurring Service Management tasks to reduce manual effort and increase consistency.
• Support Incident, Change, SLA and Problem management processes in ServiceNow and act as liaison with the ServiceNow platform team.
• Validate ServiceNow integrations in test environments and recommend improvements.
• Coordinate infrastructure changes for UK&I Service Management, facilitating change reviews and stakeholder communications.
• Provide technical enablement for the Service Management team, translating requirements into tools, reports and automation.
• Maintain integration points between Jira planning areas and the change process, and drive continuous improvement of ServiceNow, Power Apps, Power BI and Jira workflows.

Required profile

• Excellent written and verbal communication skills.
• Strong understanding of ITIL/ITIL 4 practices across Incident, Change, Service Level, Problem and Continual Improvement.
• Experience delivering reporting and automation in a service‑management environment.

Required skills

• Advanced Power BI (dashboard creation, data modelling).
• Power Apps development and integration.
• ServiceNow administration for Incident, Change, SLA and reporting.
• ITIL and ITIL 4 knowledge.
• Microsoft 365 proficiency.
• Jira integration and workflow configuration.