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Service Strategy Lead

Charlotte, North Carolina;

Job Description:

The Service Catalog Leader will support the Business Operations team of the Global Information Security (GIS) function. The ideal candidate will have experience in IT operations, process analysis, Business Service Management, service discovery with a background in BMC Remedy. They should demonstrate a deep knowledge of IT Operations processes and frameworks (SDLC, ITIL, etc.) and equivalent process improvement methodologies. You must have excellent organization, leadership and communication skills. This position requires strong relationship management skills to interact with senior leadership, managers and staff throughout the organization to deliver against organizational priorities. Responsibilities include the following: • Ensure the Service Catalog is published in a timely manner with accurate information about GIS services • Ensure that the information in the Service Catalog is consistent with information in other GIS systems of record • Maintain regular awareness of Enterprise Catalog and IT Service Portfolio and drive towards an aligned vision through regular engagement • Carries out the Process Manager responsibilities for the Service Catalog Management process • Responsible for managing Remedy User Criteria for restricting catalog items to specific groups. This would include the overall strategic design for Catalog access • Coordinating and facilitating discussions and working sessions between Service Catalog Management and other processes, especially asset, configuration management, portfolio management, and request fulfillment organizations • Ensure all operational services (and those being prepared) are defined and recorded within the service catalog or appropriate system of record • Ensure all information within the service catalog is accurate and up to date • Ensure the appropriate views of the service catalog are maintained and made available to those for whom require access • Manage relationships with other process management teams to provide a consistent delivery framework • Work across teams to define requirements, documentation and training teams so processes are implemented in the tools, documented and process users trained in their use • Proactively escalate problems and issues and drive to resolution Qualifications • Experience in IT Operations Management disciplines • ITIL Foundation Certified with at least one intermediate certification • Experience using and administering ticketing tools such as BMC Remedy or Service Now • Experience with Portal and Service Catalog Management in BMC Remedy • Good track record for innovation and measurable process improvements • Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences • Self-driven and ability to work independently • Have great degree of technical understanding and literacy • Working knowledge of MS-Office products for Windows including Word, Excel, Visio, Project and SharePoint

The Service Catalog Leader will support the Business Operations team of the Global Information Security (GIS) function. The ideal candidate will have experience in IT operations, process analysis, Business Service Management, service discovery with a background in BMC Remedy. They should demonstrate a deep knowledge of IT Operations processes and frameworks (SDLC, ITIL, etc.) and equivalent process improvement methodologies. You must have excellent organization, leadership and communication skills. This position requires strong relationship management skills to interact with senior leadership, managers and staff throughout the organization to deliver against organizational priorities.

Responsibilities include the following:
• Ensure the Service Catalog is published in a timely manner with accurate information about GIS services
• Ensure that the information in the Service Catalog is consistent with information in other GIS systems of record
• Maintain regular awareness of Enterprise Catalog and IT Service Portfolio and drive towards an aligned vision through regular engagement
• Carries out the Process Manager responsibilities for the Service Catalog Management process
• Responsible for managing Remedy User Criteria for restricting catalog items to specific groups. This would include the overall strategic design for Catalog access
• Coordinating and facilitating discussions and working sessions between Service Catalog Management and other processes, especially asset, configuration management, portfolio management, and request fulfillment organizations
• Ensure all operational services (and those being prepared) are defined and recorded within the service catalog or appropriate system of record
• Ensure all information within the service catalog is accurate and up to date
• Ensure the appropriate views of the service catalog are maintained and made available to those for whom require access
• Manage relationships with other process management teams to provide a consistent delivery framework
• Work across teams to define requirements, documentation and training teams so processes are implemented in the tools, documented and process users trained in their use
• Proactively escalate problems and issues and drive to resolution

Qualifications
• Experience in IT Operations Management disciplines
• ITIL Foundation Certified with at least one intermediate certification
• Experience using and administering ticketing tools such as BMC Remedy or Service Now
• Experience with Portal and Service Catalog Management in BMC Remedy
• Good track record for innovation and measurable process improvements
• Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences
• Self-driven and ability to work independently
• Have great degree of technical understanding and literacy
• Working knowledge of MS-Office products for Windows including Word, Excel, Visio, Project and SharePoint

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Full time

JR-19073995

Manages People: No

Travel: Yes, 5% of the time

Talent Acquisition Contact:

Referral Bonus: