Description
Request Management
Creation of new services and development of existing services
Configuration Management
Configuration reporting & operational quality checks
Request Mgmt Accountabilities include
-Development and onboarding of new Request services to be added to the Request catalogue
-Development of existing services including updates and improvements and identification of potential new services
-Process owner and SME providing training and guidance on Request process and tooling
-Management of monthly Request cycle within organisation ensuring key check points and approvals completed
-Escalation focal point for tooling issues
Configuration Mgmt Accountabilities include
-Creation and maintenance of configuration reporting
-Setup of new landscapes overviews with application and infrastructure specialists based upon standard models
-Maintain standardization of reporting definitions and measures, and for maximizing consistency of reports.
-Drive data quality through selective quality & proactive checks on reports and data.
Position description
-The person will be expected to work well in Projects and networked communities of people who do not formally report to each other.
-These dimensions of the position will pose significant demands on the individual's capabilities to lead without direct line authority and to forge relationships with the wider Assurance communities of our client and suppliers.
This position is an excellent opportunity for someone wishing to develop a wide set of relationships and improve service reliability.
-You will be part of an active and supportive community of people eager to help each other learn and grow.
Special Challenges
-Will be asked to actively participate in Projects such as Symphony which is focused on remediation and delivery of Assurance standards across multiple business lines and customers.
-Maintain contact with assurance and delivery people.
-Provide clear communication to advise us of upcoming process changes or high-impact customer changes.
-Provide monthly reporting as agreed, and pursue follow-up actions.
-Seek ways to reduce the human effort required to operate our processes or reduce the number of non-compliances with them.
-Provide coaching and consulting in Request Management operation
Experience and Qualifications required
-5-7 years of experience in IT or related fields
Bachelor's degree or equivalent work experience
ITIL foundation
IT Service Management experience
Knowledge or Experience in Incident and/or Request process
Experience with Configuration Management process support
Experience in creating clear documentation and proficient with Word and Excel
Excellent communication skills
Desired knowledge/skills:
Good familiarity using tools used to support ITIL processes (eg Service Manager, Asset Manager, EPIMS)
SME or process owner developing and implementing standardized ITIL processes.
Additional comments:
The ideal candidate will reflect the following IT for Values:
- Ability to demonstrate networking across organizational boundaries
- Effective in communicating transparency of business strategies and+
- Demonstrates trust and partnership
Ability to contribute to a High-Performance Organization will also be displayed by the following characteristics:
- Self-managing
- Drive, enthusiasm, flexibility, commitment and resilience to deliver outstanding results