Joshua Catchpole

Experienced IT Services and Business Analyst with over 13 years IT Experience.

Currently specialising in Business Analysis, Product management/support and service improvement within the fast-paced Global TV and Film production industry. Known for delivering robust end-to-end support of critical business applications, driving efficiency through process optimization. With combining technical expertise, strong analytical andcommunication skills. I work closely with stakeholders to identify pain points, streamlineworkflows, and implement scalable solutions that enhance performance and usersatisfaction. I have Proven ability to thrive in high-pressure, dynamic environments while ensuring ongoing delivery of my highest standard not only for my myself my colleagues around me.

Core Skills –

• Business Analysis – Requirements gathering, Problem solving (SWOT), Data and

Process Analysis (Visio), Reporting and solutioning, Delivery on a Global scale.

• Project management- Latest Project: Managed the Deployment of A New Global

Talent Application using Dynamics

• Tools used – Full O365 Suite, Jira, Smartsheet’s, Trello, Slack and ServiceNow

• Business SaaS Applications managed and supported1st

-3rd line - O365,Box,Slack,Ci

• TV/Film Production workflow management and processing improvements

• Stakeholder engagement and management including VIP and C-Suite

• Working within an ITSM/ITIL ServiceNow Environment

Professional Experience -

Global IT Services Analyst / Business Analyst - Sony Pictures Entertainment (Dec

2019 – Present)

• Led a project to create and deliver a global Dynamics CRM platform for Global Talent

applications and Diversity & Inclusion programs. The goal was to streamline

workflows across international teams of which we achieved.

• Collaborated with Sony production companies globally to analyze and resolve IT and

operational challenges, improving communication and reducing support gaps.• Provided Tier 1–3 hardware (Network,Laptops etc) and application support for Office

365, Box, and Ci Media across high-profile productions (e.g, Spider-Man, Venom,

Who Wants To Be a Millionaire).

• Managed ServiceNow ticket workflows including incident, request, and demand

handling (P1–P3). Worked towards a global project “No Ticket, No Work” policy to

improve service accountability and visibility.

• Contributed to tiered IT service models that enhanced security and delivered

measurable cost savings.

• Spearheaded the redesign of onboarding/offboarding workflows, improving

compliance and service quality across multiple production compa

cation & Certifications

• BCS Business Analysis course

• City & Guilds – Level 3 IT Professional Competence (A-Level Equivalent)

• - Microsoft Server Administrator Fundamentals

• - Networking Fundamentals

• - Security Fundamentals

• North West Kent College, Dartford – Level 2 IT Professional Competence

• Harris Academy Falconwood – 15 GCSEs (Grades A–C or equivalen