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Service Management Analyst - Core Technology Infrastructure

Charlotte, North Carolina;

Job Description:

Core Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world

  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully

  • Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.

  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.

  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.

  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Responsibilities:

  • Work with the team to document and optimize the process for Technical SLA development and achieve further efficiency through automation in IBM's low code (FileNet) environment.
  • Provide support in managing the Process Owner delegate activities for Service Strategy, Service Portfolio, Service Catalog, Service Level Management and Request Fulfillment
  • Support the development of a consistent Technology Service Catalog, including Core TI and APS services and document all teams roles' in their delivery.
  • Develop a clear mapping of TI services to Business Services being defined across the enterprise (Services Taxonomy, Inter-affiliate, Resiliency MRA and TSLA).
  • Support the Service Managers and Product Managers to development and maintenance of all infrastructure service offerings
  • Process analysis and optimization of TSLA production including low code automation as much as is feasible
  • Drives Execution – demonstrates a bias for action and a commitment to achieving sustainable results.
  • Identify redundancies among existing and proposed infrastructure service efforts, and determine which redundancies are needed and which need to be eliminated.

Required Skills:

  • Minimum of 3-5 years of experience supporting Technology Service Delivery groups within a complex, global enterprise environment
  • Experience designing and optimizing processes for Technical SLA Development through Automation
  • Proven ability to drive, full end-to-end Technology Service Delivery solutions and strong understanding of how decision/design impacts business capabilities and technology delivery.
  • Working knowledge of UIPath
  • Intermediate to Advanced MS Office Skills

Desired Skills:

  • ITIL Service Lifecycle Management experience a plus
  • FileNet (IBM CloudPak for Automation) experience a plus

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Core Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world

  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully

  • Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.

  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.

  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.

  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Responsibilities:

  • Work with the team to document and optimize the process for Technical SLA development and achieve further efficiency through automation in IBM's low code (FileNet) environment.
  • Provide support in managing the Process Owner delegate activities for Service Strategy, Service Portfolio, Service Catalog, Service Level Management and Request Fulfillment
  • Support the development of a consistent Technology Service Catalog, including Core TI and APS services and document all teams roles' in their delivery.
  • Develop a clear mapping of TI services to Business Services being defined across the enterprise (Services Taxonomy, Inter-affiliate, Resiliency MRA and TSLA).
  • Support the Service Managers and Product Managers to development and maintenance of all infrastructure service offerings
  • Process analysis and optimization of TSLA production including low code automation as much as is feasible
  • Drives Execution – demonstrates a bias for action and a commitment to achieving sustainable results.
  • Identify redundancies among existing and proposed infrastructure service efforts, and determine which redundancies are needed and which need to be eliminated.

Required Skills:

  • Minimum of 3-5 years of experience supporting Technology Service Delivery groups within a complex, global enterprise environment
  • Experience designing and optimizing processes for Technical SLA Development through Automation
  • Proven ability to drive, full end-to-end Technology Service Delivery solutions and strong understanding of how decision/design impacts business capabilities and technology delivery.
  • Working knowledge of UIPath
  • Intermediate to Advanced MS Office Skills

Desired Skills:

  • ITIL Service Lifecycle Management experience a plus
  • FileNet (IBM CloudPak for Automation) experience a plus

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21049829

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kimberly Rohn

Referral Bonus:

0