IT Service Management Analyst Leça do Balio

IT Service Management Analyst
Porto
Leça do Balio, Porto, Portugal

Reporting to the IT Manager Service Management, the successful candidate will have a working scope of multiple IT Service Management process disciplines coupled with one or more global process ownership accountabilities.

The IT Service Management function is a new MD function that will define and implement the IT Enterprise IT Service Management strategy, in conjunction with our strategic Managed Service provider, to deliver a single IT Service Management operating model. This will enable a global set of IT Service Management practices and processes aimed at improving IT Service reliability, reduction of business outages, and gaining efficiencies from a single way of working.

The scope of this role is
- disciplined and will focus on core IT Service Management processes executed by our strategic IT SM Vendor.

Responsibilities include but are not limited to:

• Thought leadership: Contribute IT Service Management expertise to evolve and improve global practices and operating models.
• Process Ownership: Ensure global IT SM processes are fit for purpose, aligned with ITIL and Fed
  Ex best practices, and support organizational goals.
• IT SM Technology (PDSM): Collaborate with Enterprise Platform Product Owners to meet the needs of global IT SM processes through technology.
• Vendor oversight: Ensure ITSM Vendor processes meet business needs and adhere to standards.
• Process Management: Work with vendors to implement communication, training, and measurement plans for IT SM processes.
• Advocacy: Promote cooperation and compliance among IT stakeholders involved in IT SM processes.
• Compliance: Ensure all ITSM processes meet Fed
  Ex policies, standards, and standards.

Qualifications:

Minimum 2 years of IT Service Management experience, with extensive knowledge of ITSM processes, ITIL, and proven ability in process definition, management, and governance. Strong communication, reporting, and stakeholder management skills are essential.

Additional skills:

• Excellent command of English
• Experience with QDM, Data Analytics, Service
  Now, Data Stewardship is a plus

What we offer:

• Attractive compensation
• Training and development opportunities
• Tuition assistance (for permanent roles)
• Employee assistance program
• Reduced-rate shipping
• Career growth opportunities

#LI-Hybrid

Fed
Ex is committed to diversity and inclusion, providing equal opportunities for all.