Information Technology Operations Analyst

PE Global is currently recruiting for an IT Operations Analyst for an initial 12 month contract role with a leading multinational Pharma client based in Hook - hybrid.

The Operations Analyst - Workplace Operations, is a high-impact role that assists in the delivery of exceptional support to Elanco’s 10,000+ users. The Workplace Operations Analyst will work across a broad range of technologies, engaging Subject Matter Experts where necessary, to enable swift resolution to incidents.

Beyond technical execution, this role serves as a critical bridge between global IT strategy and local operational reality. You will help foster a culture of transparency, improving cross-regional communication, and ensuring that site owners and technical teams are aligned and informed.

Job Responsibilities

• Operational Alignment: Engage in regular meetings with regional teams to ensure a standardized approach to operations management and process execution.
• Cross-Regional Insights: Work with the Global TS Engineers to identify regional issues, bottlenecks, and workarounds.
• Process Optimization: Identify and implement opportunities to streamline current portfolio processes, ensuring the "rubber hits the road" for Elanco’s digital investments.
• Stakeholder Partnership: Act as a technical liaison between Workplace Operations and Technical Support (TS) engineers, providing proactive pre-briefings on technical changes and ensuring operational availability is clearly communicated.
• Communication: working with our Global TS engineers to set clear expectations, provide feedback, and build team spirit.
• Onboarding Excellence: Assist in the definition and maintenance of high-quality training and onboarding materials to ensure new TS engineers are integrated effectively and understand their impact from day one.
• Escalation Management and Resolution: Provide technical support for escalated operational issues from the Workplace operations team, ensuring high standards of problem-solving and resolution.
• Data Integrity: Working with the Hardware Asset Manager, ensure data integrity within the global stock rooms, support regular audits and help drive operational excellence across IT Asset Management.
• Digital Employee Experience: Working with the Global Teams, our Service Partners and Delivery teams to identify and implement Automation and Service Improvements, utilizing Nexthink, to improve our Digital Employee Experience (DEX).
• Service Improvement: Drive continuous improvement in support effectiveness. Undertake detailed reviews of CSAT (Customer Satisfaction Score) and DSAT (Dissatisfaction Score) to identify pain points, improvements and provide feedback to end-users. Work with the Global team to identify improvement initiatives.

Requirements

• Strong ability to liaise with internal and external stakeholders, fostering positive relationships to drive outcomes.
• Strong technical problem-solving skills with the ability to handle high-level escalations.
• Broad technical skills in common workplace services, including End-User Compute, M365 and Print.
• Awareness of cybersecurity practices and their contribution to maintaining global cyber hygiene.
• Demonstrated ability to influence without direct authority across different regions and business units.
• High attention to detail regarding asset management and operational reporting.
• Experience with ServiceNow and Nexthink\DEX products (nice to have).

Interested candidates should submit an updated CV

***Please note our client cannot assist with any visa sponsorship and candidates must have the correct visa to live and work in UK***