Service Quality Management Analyst (C13 / VP)

Company: Citigroup
Location: Irving
Posted on: May 14, 2020

Job Description:

Provide expert process knowledge of Service Support and Delivery and serve as a liaison for other IT and Business Service owners.Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.Drive Service Improvement initiatives to enhance the customer experience with our products and services.Working closely with the Client Service and Product Owner Teams to align with functional requirements and meet business needs.Coordination with associated Support and Delivery teams to define and maintain key entity and configuration item relationships across all critical IT Services.Work closely with the Solutions Delivery teams ensuring robustness, scalability, and global applicability of tool solution(s) to ensure all Service Support and Delivery process definitions can be automated and measured so that all key Service Level Objective and Key Performance Indicators are tracked and reported..Driving productivity, recommending improvements and remediation, and operational excellence using quality methodologies to identify opportunities for improvement.Create and maintain documentation of implemented solutions.RequirementsCandidate must have 5 - 8 years of experience with Service Now and Microsoft Excel. Knowledge of any or all of Qlikview, Cognos, Splunk or ELK is essential.Expert knowledge of ITIL (or equivalent) IT Support and/or Delivery process framework, Demonstrated technical analysis, problem solving skills, and understanding of complex IT systems.Expert data analytic skills to review comprehensive service performance data and report against objective targets and defined service level objectives.Proven leadership abilities, working with diverse project teams.Strong interpersonal, oral, and communication skills with both technical and functional team members at all levels of the business.-- Can effectively translate functional business requirements into technical specifications.Ability to multi-task across projects and teams, against aggressive schedule targets.Education:Bachelor's/University degree or equivalent work experienceMaster's degree preferred

Keywords: Citigroup, Irving , Service Quality Management Analyst (C13 / VP), Executive , Irving, Texas