Snr Request & Access Management Analyst

The Senior Request & Access Management Analyst is a highly experienced IT Service Management professional responsible for the strategic governance, optimisation, and continual improvement of the Request Fulfilment and Access Management processes across Thames Water Digital.

This position plays a critical role in ensuring that access and request fulfilment services remain compliant, well‑controlled, and continuously evolving to meet business needs.

What you’ll be doing as a Senior Request & Access Management Analyst

• Maintain, enhance, and govern the Request Fulfilment and Access Management processes, ensuring alignment with ITIL, Information Security, and organisational standards.
• Lead the creation and maintenance of process documentation, including policies, procedures, workflows, and control frameworks.
• Support the optimisation and accuracy of the service catalogue, ensuring access and request offerings are clearly defined and easy for users to consume
• Ensure strong compliance with Information Security requirements, embedding robust access controls and supporting the protection of business data and intellectual property.
• Support internal and external audits, ensuring processes are fully evidenced, well‑controlled, and audit‑ready.
• Identify opportunities for automation, workflow optimisation, and process simplification, working closely with Platform Services and Delivery teams.
• Review operational practices to ensure they remain efficient, scalable, and aligned to evolving business needs.
• Oversee the timely and controlled provisioning, modification, and revocation of access in accordance with governance standards.
• Use trend analysis and data insights to proactively identify recurring issues and recommend preventative improvements.
• Work closely with Digital User Services, Platform Services, Security, and third‑party suppliers to ensure consistent, high‑quality service delivery.

Base location – Hybrid – Clear Water Court, Reading
Working pattern – 36 hours
 
Fixed-term contract for 19-24 months
 
What you should bring to the role
The essential criteria to help you succeed in this role are:

• Extensive experience in ITIL‑aligned service management, ideally with exposure to process ownership or senior analyst responsibilities.
• Strong hands‑on experience with ITSM platforms such as ServiceNow, including workflow, catalogue, and automation design.
• Proven track record of delivering continuous service improvement and process optimisation.
• Deep understanding of access controls, end‑user technologies, and digital service ecosystems.
• Experience working with third‑party suppliers and ensuring contractual performance.
• Excellent communication and stakeholder engagement skills, with the ability to influence and guide others.
• Proficiency in process improvement, risk management, business analysis, and supplier governance.

What’s in it for you?

• Competitive salary of up to £50,000 per annum depending on experience
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
• Performance-related pay plan directly linked to company performance measures and targets
• Generous Pension Scheme through AON
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job, and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know. We’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.