Service Catalog Analyst

Job description

Under direct supervision of the Service Catalog lead, the Service Catalogue Analyst provides administrative support for Service Catalog.

·  Develop and maintain concrete relationships with different teams within the Service Introduction and Management function to ensure completeness and accuracy of Service Catalog information specific for their geography.
·  Engage in detailed discussion with all the stake holders to help document requirements and prepare user stories in TFS tool.
·  Work closely with the ServiceNOW development team to bring catalog based requirements live through the prescribed delivery methods (SAFe Agile Sprint, KanBan etc).
·  Analyze data for correctness and completeness and continually follow up for clarification/ modification of submissions from Service Catalog contacts.
·  Compile and complete all changes requested to the Service Catalog.
·  Responsible for logging all requested changes to the Service Catalog.
·  Responsibility for acting on feedback received on the Service Catalog, including updates to templates and data sources.
·  Participate in execution of Service Catalog strategy, including gathering source data and reporting on project status, service performance, and application performance to all relevant to groups external to IT Services.
·  Responsible for creating and updating knowledge articles relating to Service Catalog process.
·  Design and produce Excel-based reporting, performing initial quality checks before distribution.
·  Support Service Catalog Lead in all activities related to managing services in their life-cycle status.
·  Strong oral and written communications, for end user through to executive.
·  Proven track record to keep commitments and follow through on issue resolution regardless of barriers within IT, the business or vendors/external EY.
·  Demonstrated ability to use data to make decisions, track data and use it to determine process improvements.
·  Ability to present this data to others through e-mail, PowerPoint presentation and Visio/PowerPoint process flows.
·  Uses critical thinking skills to make recommendations or act decisions and plan actions.

 

Analytical/Decision Making Responsibilities:

Strategic

·  Work is influenced by long-term objectives of the role.
·  Recommends and initiates new or revised processes improvements, procedures, programs, and initiatives.
·  May influence and/or develop tactical projects and initiatives.
·  Provides advice to leadership based on deep subject matter expertise in their area.

Process Improvements

·  Drives process issues to resolution.
·  Conducts solid stakeholder and risk analysis on key process issues.
·  Weighs alternatives and considers service and business implications of decisions.
·  Develops new techniques and processes to support innovative solutions to both their functional group and the business.
·  Helps diagnose and resolve ambiguous process issues.
·  Strong participation or leadership of rigorous process and service improvement programs.

Knowledge and Skills Requirement

·  Understands request fulfilment & related process for own area of service catalog management, & specifically any countries policies that impact service orientation.
·  Knowledge of key stakeholders and business within the proposed regional scope for the role, and their key process drivers.
·  Basic understanding of ITIL and ability to demonstrate creating, managing and improving processes.
·  Understands organizational vision, the strategic direction, and the impact technology will have on these priorities.

Other Requirements:

·  Working in a global IT organization serving large environments requires some flexibility in working hours in cases of operational issues.
·  Creating and maintaining documentation for supported environments as well as following ITIL processes.
·  Ability to understand and integrate cultural differences and motives.
·  English language skills - excellent written and verbal communication.
·  Local language skills would be beneficial for areas of operation.

Job Requirements:

Education:

·  Associate degree, preferably in IT related field.
·  ITIL Experience.
·  Experience in six sigma or continuous service improvement preferred.

Experience:

·  2+ years of relevant process creation and/or improvement.
·  Experience of working in a global team.

Certification Requirements:

·  ITIL certification preferred.
·  Experience in six sigma or continuous service improvement preferred.