IT Service Management Lead
3 weeks ago
About the Team
Our team at Walmart Global Tech is passionate about delivering exceptional service and making a positive impact on our customers' lives. We're a collaborative and dynamic group of professionals who are dedicated to innovation and excellence. As a Service Delivery Process Owner, you will have the opportunity to work closely with our team to develop and implement process improvements that drive business results.
Key Responsibilities
- Develop and maintain process documentation, workflows, and knowledge database articles.
- Review, recommend, design, and drive implementation of enhancements to the Incident, Problem, and Change processes.
- Measure and manage key indicators to drive global adoption of the Incident, Problem, and Change Management Process.
- Monitor and analyze key performance indicators (KPIs) to measure process effectiveness and efficiency.
- Responsible for operational aspects of the Global Process.
- Conduct regular audits and assessments to ensure the process is relevant and effective and in compliance with ITIL standards.
- Develop operational metrics and reporting requirements and maintain service level agreements (SLAs).
- Participate in requirements discussions and help resolve cross-functional conflicts.
- Ensure consistent execution of the process across the organization.
Requirements
To be successful in this role, you will need:
- A Bachelor's degree in Computer Science, Information Technology, or a related field.
- 8-10 years of experience working with IT Service Management frameworks and processes.
- In-depth understanding of ServiceNow capabilities and experience with management of ServiceNow Incident, Problem, and Change Process Ownership.
- Knowledge of IT security principles and best practices for securing ITSM processes and data.
- Familiarity with Agile/Scrum methodologies.
- Experience with ServiceNow Performance Analytics and Reporting for measuring ITSM performance and service metrics.
- Experience with ServiceNow development tools such as workflow, flow designer, business rules, scripts, and Access Control List (ACL) rules.
About Us
Walmart Global Tech is an innovative and fast-paced environment where one line of code can make life easier for hundreds of millions of people. We're a team of software engineers, data scientists, cybersecurity experts, and service professionals who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We train our team in the skillsets of the future and bring in experts like you to help us grow.
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