Senior Request & Access Management Analyst

Overview

Job title Senior Request & Access Management Analyst  Division Digital Location Reading - Clearwater Court - RG1 8DB
Contract type Fixed term/Secondment Full/Part-time Full-time Salary up to £50,000 per annum Job grade B Closing date 20/02/2026

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.

• 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.

36 hours

Fixed-term contract for 19-24 months

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 Service Now, 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.

• 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.

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.

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a…