IT Analyst - Service Excellence

Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. PMI’s journey to a smoke-free future is fuelled by technology. The total transformation we’re going through means that there are unique IT projects here to match all levels of skills and ambitions – from pace-setting global pilot projects to vital local updates. Whether you want to pursue a personal passion or build an international career, there’s space here to develop in any number of directions. To join us in IT you’ll need to be driven and equally happy whether you’re taking the strategic view or diving deep into processes. We'll make sure you're set up to succeed whatever your project is, our culture is agile and collaborative, and we genuinely believe our people are some of the best you’ll ever work with. Your ‘day to day’ As an IT Analyst, you will be part of the Global IT Service Excellence Team responsible for the planning and implementation of Service Excellence practices in the PMI IT Department. You will own and drive these practices to contribute and make an impact on the goal of a smoke-free future. • Owner of PMI IT Service Excellence processes based on ITIL, GxP and Agile practices. Ensures the IT community is compliant and follows the IT Policy Framework, standards and best practices through frequent reviews and collaboration with Service Managers/Integrators and Support Teams. • Main point of contact for the IT Service Excellence process ensuring documents are maintained, reports are created & updated, identify & drive development areas and cascade it to the PMI IT Community. • Lead & facilitate the improvements via Automation, IT Service Management Application (SMA) enhancements, Customer Journeys and Process Refinement. Who we’re looking for • 5+ years of experience in the IT Service Excellence area with focus on implementing improvements addressing customer experience. • Background in Agile Delivery practices and tools (JIRA, Confluence). • Technical experience in using/configuring ServiceNOW products/modules e.g. IT Service Management (ITSM), IT Operations Management (ITOM), Performance Analytics (PA) is advantageous. • Experience in IT Service Design preferred • Certifications in ITIL, ServiceNow and Agile is a plus. • Strong presentation, verbal and written communication skills in English. • Good team player and has strong collaboration skills especially on a remote-based environment (working with many individuals and teams based overseas and different timezones). • Experience in Project Management, Change Management and Vendor Management. • Experience in working with 3rd-party Partners in the delivery of different initiatives. • Experience in working on a Multinational Company and Multi-Cultural Enviroment. What we offer Our success depends on our talented employees who come to work here every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: to deliver a smoke-free future.