Senior Analyst

Principal Accountabilities

Delivery Management

This highly pressurized role will champion quality Major Incident Management best practices across our global IT.  The day to day the role will involve:

·         Responsible for driving, managing and coordinating the response to all critical, major and high priority incidents

·         Co-ordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure.

• Responsible for timely clear, accurate and punctual communications to internal stakeholders and customers (EMAIL and SMS)
• Carry out monthly  trending on ticket volumes to identify improvements and feed into Problem management
• In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident Management practices
• Responsible for chairing and driving major incident management bridges
• Responsible for effective internal and/or vendor escalation
• Lead and/or Contribute to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required
• Single Point of Contact for internal stakeholders for all High Priority Incidents
• Produce daily and weekly and monthly incident reporting summaries
• Quality assurance of High Priority Incident tickets within Service Now across all Major Incidents
• Ensure that post incident reviews are completed and details are smoothly handed to problem management as per established process
• Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required
• Champions JLT’s integrity and values

Communication

·         Open and honest communicator. Recognises and responds to emotions of others, flexing approach to build trust and ensure two way continuous feedback

·         Regularly communicates with individuals, teams, clients and colleagues to establish networks, influence outcomes and share knowledge

·         Shares information in a timely way which is simple to understand, clear in its intent and where appropriate, invites contribution and feedback

·         Confident and articulate communicator who uses a range of skills and techniques to engage, challenge, motivate and inspire

·         Uses range of engagement techniques when presenting to others. Understands the impact delivery has on outcome, choosing style appropriately

Relationship building

·         Viewed by others as approachable and a trusted advisor. Respected for knowledge, expertise and behaviour by clients, colleagues and team

·         Builds individual relationships with team based on open, honest and constructive two way feedback

·         Recognises and acknowledges individuals strengths and harnesses these to help driving business performance and increase overall capability of team

·         Uses own reputation to introduce others into existing networks, leveraging these locally and globally to maximise business opportunities

·         Flexes own style and works collaboratively with others different styles to gain best possible outcomes

Planning and organizing

·         Takes responsibility for decisions within their remit and is not afraid to take calculated risks. Makes timely and accurate decisions even under pressure

·         Monitors, measures and reviews progress of team against agreed objectives. Responds swiftly to opportunities and threats

·         Inspires an ethos of business development, leading by example. Focuses on achieving results that add value. Openly acknowledges successes to motivate others

·         Flexes management style to recognise individual impact on others. Offers support and guidance whilst ensuring continuity around expected deliverables