Global Applications Analyst (Freshservice) -12 month contract

Dentons is designed to be different. We are driven to always be the firm of the future, to challenge the status quo, and to provide holistic business solutions to our clients in new and innovative ways. We are the lightbulb moments. The bold ideas. We are the world's largest global law firm, with 12,000+ people across 80+ countries. Driven by the diverse perspectives of our people, our clients, and our communities, we combine local knowledge with global insight.

Role overview

The Global Applications Analyst specialized in IT Service Management (ITSM), will be an integral member of the Global Digital Solutions group, playing a key role in championing the support and progression of the organization's IT Service Management (ITSM) tool, Freshservice, among other tools and applications, on a global scale.
This position necessitates seamless collaboration with a diverse array of stakeholders, requiring a thorough analysis of business processes and the strategic implementation of solutions, enhancements, and changes geared towards the optimization of IT service delivery.

·       Assume role of product technical owner for the ITSM application (Freshservice) understanding sponsor and stakeholder requirements, articulating application roadmaps, managing configuration and software changes, stakeholder education, managing any incidents related to the application and other duties as set out below.

·       Implementation and configuration of the ITSM application (Freshservice) for various global and regional functions to aid the adoption of the tool across the organization.

·       Implementation and confirmation of new modules across the Firm to improve adoption of ITSM best practices.

·       Provide dedicated support to users and stakeholders, ensuring seamless utilization of the ITSM tool.

·       Foster collaborative relationships with cross-functional teams (Global and VMAs), to discern business needs and translate them into precise requirements for the ITSM tool.

·       Maintain open and effective communication channels with global teams to ensure consistent feedback, updates, and alignment with overarching ITSM objectives, as well as other tools in use.

·       Conduct in-depth analyses of existing IT service management processes to pinpoint areas for improvement.

·       Implement enhancements to streamline workflows and augment overall operational efficiency.

·       Institute robust monitoring mechanisms to systematically track the performance and usage metrics of ITSM applications.

·       Generate, analyze, and disseminate reports to evaluate key performance indicators, facilitating informed decision-making and continuous improvement initiatives.

·       Collaborate proactively with relevant teams to implement preventive measures and fortify system stability.

·       Ensure compliance of ITSM tool with pertinent regulatory requirements and adherence to robust security standards.

·       Establish and maintain stringent security measures to continue to safeguard sensitive data within the ITSM tool.

·       Cultivate and manage strategic relationships with IT vendors, facilitating ongoing evaluation of new features and staying abreast of upgrades and patches for the ITSM tool.

·       Perform other duties as assigned.

·       Profound familiarity with the ITIL framework and associated best practices.

·       Proficient in configuring, customizing, and managing Freshservice ITSM tool.

·       Ability to analyze complex issues, identify root causes, and implement effective solutions to enhance IT service delivery.

·       Proficient in analyzing data and generating meaningful insights to drive informed decision-making and continuous improvement.

·       Ability to analyze complex issues, identify root causes, and implement effective solutions to enhance IT service delivery.

·       Competence in planning and executing projects related to ITSM implementation, upgrades, and enhancements.

·       Ability to think creatively and propose innovative solutions to address evolving business needs, with the integration of AI capabilities where applicable.

·       Strong ability to document processes, configurations, and changes for reference and auditing purposes.

·       Exceptional written and verbal communication skills in English, and interpersonal skills to effectively collaborate with diverse stakeholders.

·       Effective negotiation and influencing skills to achieve successful outcomes with colleagues and other stakeholders.

·       Demonstrated experience in managing relationships, including effective collaboration with vendors.

·       Displays adaptability to evolving technologies and a commitment to staying informed about industry trends.

·       Adopts a customer-centric approach, ensuring that services align with and meet the needs and expectations of internal stakeholders.

·       Possesses the skill to assess and mitigate risks effectively in the context of business analytics.

·       Shows a commitment to identifying and capitalizing on opportunities for continuous improvement.

·       Bachelor’s degree in Information Technology, Computer Science, or a related field.

·       Product lifecycle management an advantage.

·       Proficient in configuring and customizing IT Service Management (ITSM) tools or similar applications.

·       Exceptional analytical and problem-solving acumen.

·       Strong interpersonal and communication skills.

·       ITIL certification is considered advantageous.

We are a truly global law firm and as such, always welcome individuals with foreign language capabilities. Additionally, we welcome individuals with a global background including professional experience gained across different geographies.