Responsibilities Adhere to and continually feedback on all processes highlighting areas for improvement and relevance as part of ITIL Continual Service Improvement Assist with or complete the month end reporting/analysis and adhoc requests Weekly forward schedule of change Process control, evolution and: adherence, audit and communication Assisting the Head of Service Operations in administration, chasing and implementation of major incident process, capturing, analysis, assisting in feedback and reporting Assist in post incident reviews (PIRs), auditing and checking for completeness to meet minimum standards and ensure data quality. Assist in problem capture, recording and reporting trends with the aim of reducing problems and recurring incidents. RCA (Root Cause Analysis) and lessons learnt applied, including outstanding long term actions. Change Management: Assisting the Head of Service Transition in administration, chasing people including by phone, agenda and minutes for the Change Advisory Board. Quality control for change records, accuracy and completeness Audit of Standard Changes, review and report back Use of and administration of and ITSM system (Cherwell) including configuration administration Create process documentation/workflows, knowledge articles and self-service guidance for IT Services. Writing and running scripts to build workflow Service request fulfilment Documentation review and audit, relevancy and accuracy Out of hours rotational support for major incidents and emergency change: ability to take control of a situation and escalate as per process Skills Strong written and spoken communication skills (English) Ability to escalate issues using good judgement Understand the fundamentals of process management; create and document process steps Able to follow the established processes step by step, not diverting from the process until the end Knowledgeable of IT Change Management best practice Ideally have experience of an ITSM system Understanding of Incident Management Actively logged and worked with Problems Ideally ITIL Foundation trained and certified Critical thinker, recognise impetus, able to use own initiative Familiar with meeting tools such as MS Teams Familiar with, or used JIRA Ideally write and run scripts e.g. php, Java, SQL LexisNexis Legal & Professional ( ) is a leading global provider of content and technology solutions that enable professionals in legal, corporate, tax, government, academic and non-profit organizations to make informed decisions and achieve better business outcomes. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis« and Nexis« services. Today, LexisNexis Legal & Professional harnesses leading-edge technology and world-class content, to help professionals work in faster, easier and more effective ways. Through close collaboration with its customers, the company ensures organizations can leverage its solutions to reduce risk, improve productivity, increase profitability and grow their business. Part of RELX Group plc, LexisNexis Legal & Professional serves customers in more than 100 countries with 10,000 employees worldwide. LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or email@example.com.