IT Service Management Analyst

2 weeks ago


London, United Kingdom Herbert Smith Freehills Full time
JOB DESCRIPTION

About Herbert Smith Freehills

As one of the world’s leading law firms, we advise many of the largest and most ambitious organisations across all major regions of the globe. With over 5,000 people, including 3,100 lawyers and over 2,000 business services professionals, operating from our global network of offices across Asia Pacific, Europe, the Middle East and North America, Herbert Smith Freehills is at the heart of the new global business landscape providing premium quality, full-service legal advice.

We recognise that the success of our business and our clients relies on the skills, knowledge and ideas of all our people. Our environment is one in which high performance is expected, in return, we will provide you with rewards and opportunities tailored to your personal and professional goals.


The Opportunity

The Opportunity:Key Internal Relationships: IT Service Management Team AustraliaIT Service and Operations Teams IT Business Relationship Management TeamIT Enterprise Architecture Team IT Security TeamGlobal & Regional IT TeamsBusiness PMO TeamGlobal IT Service and Capability OwnersIT Project Delivery TeamKey Business StakeholdersKey External Relationships:Relevant third party suppliers and vendorsRole / Primary Responsibilities: Working with IT and the business to manage the activities of prioritised incidents, identifying and managing timely service restoration.Ensuring problem tickets are efficiently managed to identify root cause and tracking of preventative actionsDrafting and sending IT incident management and operational readiness communications sent by Service Management Team Chairing of the Daily Operations Review stand ups and ensuring all follow up items are completedWorking closely with Global Service Owners, Business Product Owners, Business Relationship Managers and Technical Project Managers to smoothly transition new services and upgrades to operational status. Ensuring new solutions align with Service resilience standardsDesigning support models to map to the expected service levelsChairing regular Global Service reviews with the Global Service Owners and producing necessary reporting attributed to the reviewsIdentifying operational risks and feeding these into the operational risk registerWorking closely with Global Service Owners (GSOs) and Global Capability Owners (GCO's) to ensure all Service Management processes are included in service and capability planning.Chairing of the Global Change Advisory Board (CAB) and all associated activities for the effective and efficient processing of global change managementProgressing administration tasks in ServiceNowProducing reports from ServiceNow Group/Team Description:Please send your CV to nnovative, efficient and effective IT systems are essential to the successful operation of a global law firm like Herbert Smith Freehills. The information technology team keeps our global team of lawyers and Business Services staff connected, whether we're in the office or on the move.Information technology is responsible for everything information systems-related. That includes:• technical support: IT helpdesks, asset management (including laptops and mobile devices) and technical training• infrastructure: networks and systems, servers (real and virtualised), disaster recovery, business continuity and IT security• innovation and technology: driving the increasingly important adoption of technology in new ways• development: designing and acquiring business applications.While the roles within the division may vary, all involve providing the very best services and systems. You may also have the opportunity to work on challenging projects across the firm. Skills, Experience and Qualifications: Suitable tertiary qualifications in Information Technology or equivalent experienceExperience (3+ years) working with global and virtual teamsMinimum 5 years demonstrable experience in Service Management, including Incident, Problem, Request Fulfillment, Change Management and Service Levels.Experience chairing Change Advisory Board meetingsStrong communication skills, written & verbal Demonstrated experience in identifying, analysing, engaging and influencing a spectrum of stakeholdersCandidate must be able to demonstrate proven ability to deliver outstanding service in a high-pressure environmentExperience of working in a law firm or a professional services environment (e.g. consulting or accounting) would be a distinct advantage, although not essential.ITIL / ITSM Certification (desired)

Team

Information Technology

Working Pattern

Full time

Location

London

Contract type

Diversity & Inclusion

At Herbert Smith Freehills you will be part of a diverse, innovative culture where high performance, client focus and highly engaged people are our differentiator. People at our firm come from a range of backgrounds and bring a wide variety of experiences and perspectives to their work with us. We strive to ensure that our inclusive environment means you feel valued and able to perform at your best by being your authentic self at work. We know that our future success not only depends on being innovative and progressive in the changing legal market but, most importantly, on our people feeling highly engaged in meaningful work.

We understand that you have commitments and personal interests outside of work and we strive to create a working environment based on mutual trust and respect, in which you can perform at your best whilst maintaining sustainable balance across your life.



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