Senior Manager - Business Analyst

Job Title: Senior Manager - Business Analyst

GCL : E

Introduction to role
Are you ready to shape the future of service management at AstraZeneca? As a Senior Manager-Lead Business Analyst, you'll be at the forefront of transforming how colleagues experience Global Business Services (GBS). Your mission is to translate business needs into actionable service designs and improvements, partnering with GBS teams to define and operationalize services. You'll manage demand intake, refine requirements, and coordinate enhancements on ServiceNow, ensuring alignment with GBS standards. This role is pivotal in driving partner alignment, uplifting customer experience, simplifying operations, and embedding global standard ways of working. Are you prepared to steer change through insight, design, and influence?

Accountabilities:

• Business analysis leadership: Prioritize and simplify complex requirements; facilitate discovery and design sessions; develop arguments, user stories, and acceptance criteria.

• Demand intake and service definition: Operate a structured intake process; define service catalog entries, SLAs, critical metrics, and CSAT measurement; maintain a prioritized backlog.

• Service design: Collaborate with IT to configure ServiceNow to fit GBS standards; support testing and release readiness.

• Power BI reporting and insights: Build dashboards for SLA alignment, backlog health, demand volumes, and CSAT trends.

• ServiceNow functional ownership: Lead functional design for ServiceNow forms, workflows, catalog items, integrations, and knowledge assets.

• Partner communication: Provide clear status updates; facilitate prioritization decisions; coordinate readiness activities for new/changed services.

• Continuous improvement: Use data-driven insights to recommend service/process improvements; capture lessons learned.

Essential Skills/Experience:

• Experience: 8–10 years overall, with 6+ years in business analysis/service management; proven delivery of end-to-end initiatives in complex, regulated environments.

• ServiceNow expertise: Strong hands-on functional experience configuring or enhancing ServiceNow focused on service catalogs, workflows, SLAs, and reporting.

• Business analysis toolkit: Proficiency in requirements elicitation, process mapping, journey design, user story writing, backlog management, and benefits tracking.

• Stakeholder management: Excellent engagement, facilitation, and influencing skills; experience aligning diverse stakeholders across geographies.

• Data and insight: Ability to relate data to processes; strong analytical skills with Excel/PowerBI; comfort with SQL for validation and ad hoc analysis.

• Ways of working: High attention to detail, structured problem-solving, resilience; fluent English (written and oral).

• Domain awareness: Understanding of pharmaceutical industry context and operating within regulated environments.

Desirable Skills/Experience:

• Certifications: Business analysis certification, ITIL Foundation, LEAN/Six Sigma, ServiceNow module certifications.

• Process excellence: Demonstrated track record of measurable service improvements.

• Global delivery: Experience operating in a global organization with complex/geographical contexts.

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

At AstraZeneca, you'll be part of a dedicated distributed team that drives our enterprise to better serve patients every day. We demonstrate exciting new technology and digital innovations to accelerate our evolution. With an entrepreneurial spirit and a collaborative environment that values diverse perspectives, you'll have countless opportunities to build an unrivalled reputation. Our approach is inclusive and consultative, fostering creativity and innovation. Here, you'll be rewarded for your successes as you contribute to life-changing science.

Ready to make an impact? Apply now and join us on this exciting journey!