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Position Details: Service Management Enablement Analyst - 942220N

Location: Beaverton, OR
Openings: 1
Job Number:




Client Technology designs, creates and implements the methods and tools needed to make the world’s largest sports brand run faster, smarter and more securely. Global Technology teams aggressively innovate the solutions needed to help employees navigate Client's rapidly evolving landscape. From infrastructure to security and supply chain operations, Technology specialists drive growth through top-flight hardware, software and enterprise applications. Simply put, without Client Technology, there are no Client products.

As the Enterprise Service Management Enablement Analyst, you will work within our Enterprise Service Management (ESM) department to partner with and support a team of around 5 Enablement Managers.  The Enablement Managers that you will support are responsible for the overall design and health of the Service Management capabilities as well as the underlying platform and tool functionality that support them.  The capabilities this team is responsible for include Service Portfolio & CSI, Change & Release Management, Request Fulfillment, Knowledge Management and our Service Management Portal (called ClientNow).  There are many others and our list of Service Management capabilities continues to grow.  

The Enablement Analyst responsibilities include:


  • Monitor the health and efficiency of our Service Management capabilities by analyzing monthly KPIs and key metric reports
  • Determine what actions need to be taken based on KPI/key metric reviews
  • Assist the ESM team in establishing the overall KPI and key metric framework and evolving specific KPIs and key metrics to better meet objectives
  • Identify opportunities for improvements, including streamlining and automation, and coordinate implementation once approved


  • Work with the ESM team & key stakeholders to understand their business requirements for governing the operational performance of suppliers/partners through ServiceNow
  • Create user stories to capture the SLM requirements for ServiceNow
  • Assist with managing and prioritizing the story backlog
  • Participate in the Agile Scrum process to move the SLM stories through the sprint cycle, including development, testing, deployment and validation


  • Work with internal ESM stakeholders to understand our requirements for enhancing ServiceNow
  • Create user stories to capture the ESM requirements for ServiceNow
  • Assist with managing and prioritizing the story backlog
  • Participate in the Agile Scrum process to move the SLM stories through the sprint cycle, including development, testing, deployment and validation


  • Create, review and update documentation (KBAs) to support process governance, service level management and internal ESM-driven ServiceNow functionality

What We’re Looking For:

  • Bachelor’s Degree in related field and minimum 2 years of relevant business experience
  • Experience and knowledge of Service Management principles, methodologies and tools
  • ITIL v3/v4 Foundations Certification and/or experience working with ITIL-based processes/tools
  • Strong process and project management knowledge
  • Critical thinker with proven track record of effectively leading execution and value through highly matrixed teams
  • A ‘completer-finisher’ taking accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success
  • Must be able to operate in a transforming, fast-paced, complex, high visibility environment with multiple competing priorities
  • Comfortable under pressure with the ability to manage to tight deadlines while maintaining quality and managing to an acceptable level of risk
  • Strong skills in building positive relationships, with a strong commitment to customer service and teamwork
  • Strong information seeking skills and drive to make things happen and get results
  • Must be results oriented and make constant progress towards goals
  • Ability to work independently and cooperatively in a diverse group
  • Demonstrated skills in problem solving, conflict management, and dealing with ambiguity
  • Must be able to understand business issues, find creative ways to solve problems, and make sound decisions that benefit Client
  • Strong analytical skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements
  • Ability to see the big picture and implications while still being detail-oriented
  • Exceptional written, verbal, and interpersonal communication skills and the ability to interact professionally with a diverse group of stakeholders, developers and subject matter experts

Must have great communication skills, including the ability to elicit information, actively listen, dialogue freely, verbalize ideas effectively, negotiate tense situations successfully, and manage and resolve conflict

Looking for an experienced ITIL/service management resource to manage service management requirements as well as perform analyst duties as assigned.

    Gather, validate, and document business requirements within a single function. Refine requirements to include UI, reporting and/or decision support requirements. Communicate and coordinate the translation requirements into technical solutions with IT resources.

Support end-user training through preparation and delivery of training course and materials. Support testing activities including construction of test plans/scripts including the expected results, test execution, validation of test results, facilitation of User Acceptance Testing, and communicate status of deliverables.

May manage small size project. Communicate system changes to the business. Translate business goals and objectives into projects (P3).

Work with remote groups: vendors, other Nike facilities, other Nike departments.

Consults on issue resolution, triage, and troubleshooting. Analyze and document business processes, study/research new process requests, and create process flow diagrams. Apply Nike Global IT process standards to regional technology solutions.


  • P3


  • UI

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