Process Analyst Manager

Position:

Purpose of the position is to support various project activities & subsequent ongoing continuous improvements and operational support for GBS products through provision of consulting expertise in Enterprise Service Management (ESM) processes & solution design, solution configuration (where required), testing & training.

This role will support the introduction & continuous improvement of ESM solutions delivery within GBS Functions as well as ensuring ongoing high level delivery of technology services. You will need to keep up-to-date with ESM technology solutions (ServiceNow), & ensure continous update of respective GBS users, be knowledgeable of the ServiceNow functionality, GBS business processes & best practices. Other responsibilities include Business Relationship Management, project management, ensuring legal & data compliance, service delivery & vendor management.

Responsibilities:

Major Enhancements / Projects:

• You will have a good understanding of supplier`s products, product roadmaps, & be responsible for identifying new functionality / solutions that will enhance Global Business Services ESM / business processes, as well as be able to map identified requirements from the business to the Enterprise Service Management solutions portfolio
• In the event of an identified gap, work with the GBS ESM/EDM Solution Architects and BTS GBS Business Expert to identify a solution that complements the IT strategy

Operations:

• Provide application & process support for Global Business Services production environment (ServiceNow platform) in accordance with operational procedures
• Work closely with the business to ensure requirements are clearly understood & appropriate solution provided
• Investigation & resolution of incidents & implementation of routine changes & demands addressed by GBS users

Knowledge Management / Solution Documentation:

• You must keep up-to-date with ESM technology solution roadmaps, (primarily ServiceNow), ensure GBS users are up-to-date & knowledgeable of the ServiceNow functionality, GBS business processes & best practices.
• Provide knowledge transfer & best practices sharing to end users through support/change request resolution, scheduled releases, & ongoing collaboration
• Maintain up-to-date functional documentation in yourscope of responsibility ensuring alignment & sign off with all involved stakeholders (technology and business)

Business Relationship Management:

• Develop relationships & work directly with the GBS Service Delivery team, Business Engagement & key GBS Stakeholders to understand their needs & priorities as well as share industry trends & supplier product roadmaps  to ensure delivery of  timely & quality solutions that are aligned with our IT Strategy
• Develop relationships & work directly with internal (Infrastructure & Operations, GDC, BTS, ISRM, legal, Vendor Management) & external (software & service providers) stakeholders, leveraging extended network where required, to ensure delivery of timely & quality solutions

Legal and data compliance:

• Consistent application of computer controls that support financial audit requirements, for example, fulfill legislative archiving requirements of corporate data
• Ensure complete information security assessments are executed where required
• Ensure IT systems falling under J-SOX scope fulfil audit requirements
• Ensure compliance to corporate IT security policies, procedures & standards to ensure consistent protection of information assets of the business function