Refresh-IT Role – Service Experience Analyst

Join AstraZeneca and help us reimagine how IT services are experienced across a truly global organization. We’re an innovation-driven biopharmaceutical company with a collaborative culture that empowers diverse perspectives. In Enterprise Technology Services, our mission is to deliver excellent, end-to-end IT service experiences for colleagues worldwide—and we’re looking for a Service Experience Analyst to accelerate that journey.

Why this role matters

You will be part of the Global Service & Experience Team, focusing on Refresh-IT service operations and improvements. Your work will directly uplift customer experience by simplifying processes, leveraging data and insights, and embedding best practices across IT services used by AZ teams in Asia, Europe, and the Americas. You’ll collaborate closely with suppliers, site IT, Workplace & Enterprise Services (WES), and ServiceNow teams to ensure services are effective, efficient, and future-ready.

What you’ll do

• Customer Experience & Feedback: Enable mechanisms to capture, manage, and action customer feedback; analyze DSAT trends to identify and drive improvements.
• Service Improvement & Process Simplification: Map, review, and streamline processes across locations; help embed adoption and standardization across service areas.
• Supplier & Stakeholder Collaboration: Work closely with our UK supplier on day-to-day service delivery, operational and financial activities, and escalations; collaborate with Site IT and WES on insights and execution.
• ServiceNow Enablement: Support tool/form improvements with ServiceNow NextGen; assist testing for upgrades, enhancements, and fixes to ensure smooth releases.
• Performance & Reporting: Develop quality, accurate reporting on a defined cycle; support measurement of service delivery and management to uplift experience.
• Financial Support: Assist in financial planning, reporting, and invoice review to ensure cost-efficient service.
• Communications: Keep service notifications fresh, current, and engaging in look and feel.

What you’ll bring

• Customer-first mindset: Passion for delivering world-class service and driving continuous improvement.
• Business analysis expertise: Ability to relate data to processes; turn disparate data into clear insights that inform decisions.
• ITIL familiarity: Working knowledge of ITIL processes (Incident, Request, Change, Problem, Knowledge, CMDB).
• Technical literacy: Working knowledge of devices and desktop basics across a corporate hardware estate.
• Analytical toolkit: Proficiency with analytical tools (including Excel) to structure, transform, and visualize data; strong PowerPoint/report writing skills.
• Ways of working: High attention to detail, self-starter, resilient, and able to manage competing priorities and deadlines.
• Collaboration: Comfortable working across diverse, multinational teams and time zones; fluent English (written and oral).

Nice to have

• Service improvement experience: Prior track record driving measurable improvements.
• Process excellence: Knowledge of Six Sigma or LEAN.
• ServiceNow experience: Familiarity with ServiceNow ITSM.
• Accreditations: Customer Service Management or ITIL Foundation.

Role details

• Location: Guadalajara, Mexico
• Working model: Hybrid (3 days per week in office)
• Reporting: Task-led by the Refresh-IT Service Manager

What’s in it for you

• Impact at scale: Shape the experience of IT services for thousands of colleagues globally.
• Growth & learning: Work with modern platforms like ServiceNow NextGen and develop process excellence skills.
• Inclusive culture: Join a team that values diverse perspectives and empowers you to innovate.

How to apply

If you’re energized by improving customer experience through data, process, and collaboration, and you thrive in a global, fast-moving environment, we’d like to hear from you. Prepare a CV in English highlighting relevant service experience, analytics, ITIL/process skills, and examples of measurable improvements you’ve led.

Date Posted

Closing Date

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.