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Position Details: Service Management Process Analyst -(879456Z)

Location: Beaverton, OR
Openings: 1
Job Number:

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Description:

Notes from Manager Call 02/22/2019

This analyst will be responsible for:
1. Documenting process improvement plans
2. Gather User/Technical requirements related to ServiceNow tools and processes and then write the user stories
3. Be the main point of contact for vendor SLAs governance/compliance

Required experience
1. Must have experience with process improvenement plans & Documentation
2. Must have knowlege of IT Incident Management
3. Must have held a role where meeting coordination/documentation was part of your job


Job description.
Typical Office: This is a typical office job, with no special physical requirements or unusual work environment.

ETW – ENTERPRISE SERVICE MANAGEMENT PROCESS ANALYST

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 Process Analyst, you will partner with and support a team of 4 to 5 Process Managers.  The Process Managers that you will support are responsible for the overall design and health of the Service Management processes as well as the underlying tool functionality that supports them.  The processes this team is responsible for include Service Portfolio & CSI, Change & Release Management, Request Fulfillment, Knowledge Management and our Service Management Portal (called ClientNow).  

The Process Analyst responsibilities include:

PROCESS GOVERNANCE

· Monitor the health and efficiency of our IT Service Management processes by analyzing monthly KPIs and key metric reports

· Determine what actions need to be taken based on KPI/key metric reviews

· Assist the Strategy, Process & Governance Expert Assist with establishing the overall KPI and key metric framework and evolving specific KPIs and key metrics to better meet objectives

· Identify opportunities for process improvements, including streamlining and automation, and coordinate implementation once approved

 

SERVICE LEVEL MANAGEMENT

· Work with the Strategy, Process & Governance Expert & 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

 

ESM-DRIVEN SERVICENOW ENHANCEMENTS

· 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

 

DOCUMENTATION

· 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 Foundations Certification and/or experience working with ITIL-based processes/tools

· Strong process and project/initiative 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

  Required

  • IT SERVICE MANAGEMENT PRINCIPLES
  • ITIL
  • DECISION SUPPORT
  • TRAINING
  • BUSINESS REQUIREMENTS

Additional

  • USER ACCEPTANCE
  • USER ACCEPTANCE TESTING
  • EXCHANGE
  • TELEPHONY
  • USER INTERFACE

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