Responsibilities:

  • Owns and understands end-to-end IT Service Portfolio and Service Catalog Management process/data globally
  • Implement new capabilities and prioritize operational needs to support IT agenda
  • Process documentation, operating procedures, training material
  • Understands all KPIs and monitors performance to determine improvements
  • Collaborates with others to understand requirements
  • Drive agenda and implementation of new requirements
  • Compiles material and represents proposed changes/escalations/action items and info sharing to leadership on a regular basis

Required Skills (and years of experience):

  • Skilled Business Analyst (5-6 years) – process and data and reporting
  • OR Service Management Process Lead – Portfolio or Service Catalog Management (2-3 years)
  • Superior collaboration and facilitation
  • Superior verbal / written skills
  • Self-learner and self-starter
  • Takes initiative

Preferred Skills: (NICE TO HAVES)

  • ITIL 4
  • ServiceNow experience
  • Agile – DEVOPS experience

Required Niche Skills/ Experience Needed:

  • Ability to understand the IT needs and question / challenge others to think through the problems, improvement opportunities, solutions, and plans.
  • Must possess a high degree of professional confidence and credibility with the presence and communication skills to represent IT related concepts effectively to all levels
  • Effective managing conflict situations in support of governance decisions w/ supporting evidence & rationale
  • Able to represent complex topics verbally and visually to leadership in a concise manner
  • Skilled at influencing others across leadership layers

Education Requirement:

  • Bachelor’s degree

Required Certifications/Testing:

  • ITIL 3 or 4
  • Agile
  • DevOps

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