Senior Manager

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 Date Posted 05-Dec-2025 Closing Date 07-Dec-2025 AstraZeneca embraces diversity and equality of opportunity We are committed to building an inclusive and diverse team representing all backgrounds with as wide a range of perspectives as possible and harnessing industry-leading skills We believe that the more inclusive we are the better our work will be We welcome and consider applications to join our team from all qualified candidates regardless of their characteristics We comply with all applicable laws and regulations on non-discrimination in employment and recruitment as well as work authorization and employment eligibility verification requirements