IT Services Management - Sr Associate

Job description

• Work the Change Request and Service Request queue for CMDB data changes, processes requests per established SLA.
• Drives organization’s ability to maintain a Complete and Accurate source of record for our Enterprise environment which is essential to reducing risk, minimizing incident impact and related activities. Ex: Locations, Divisions, Clients, Support Groups.
• Partners with Data Owners, Application & Infrastructure SMEs and Leadership to ensure the system of record remains Complete, Accurate and is maintained according to published guidelines. 
• Conducts data quality analysis, provides recommendations to address data quality issues, and manages the implementation of approved recommendations.
• Manage and define exception criteria, as well as tracking, reporting and workflows.
• Responsible for conducting formal and informal training sessions with business and technical end users.
• Produce/publish reports and ad-hoc data extracts as required based on user requests and stakeholder needs in support of other Fiserv business processes (ex: finance, compliance, audit) and other related activities.
• Drives & enforces compliance to established data creation and maintenance standards.
• Reviews system reports & dashboards for process health indicators and trends.
• Identifies areas of non-compliance, initiates corrective/remediation communication with the involved Leaders and SMEs.
• Escalates areas of non-compliance as needed to Technology or Divisional Leadership for resolution.

• 2-4 years’ experience in a data administration, maintenance or related role.
• 2-4 years’ of experience creating and managing ITSM tools, capturing metrics and reporting SLAs; planning, designing, implementing, or supporting ITSM processes; working within the ITIL process framework.
• Good knowledge/familiarity with industry leading IT data quality practices.
• Experience performing continual improvement of processes and services, successfully implementing processes leveraging the ITSM framework and developing and delivering process training

• Previous ServiceNow Experience strongly desired, knowledge of underlying data structures and tables.
• Demonstrated ability to assess data, relationships and related structures; conduct gap analysis, recommend improvements, develop and implement best practices, processes and methodologies.
• Knowledge of workflow process documentation and analysis.
• Detail oriented with strong organizational and analytical skills.
• Ability to identify trends or patterns in a dataset, using that analysis to proactively communicate issues or identify corrective action steps.
• Ability to work collaboratively across a matrixed organization, interacting with Technical, Development and Leadership groups/skillsets.
• Ability to gather feedback and user input regarding the current processes and mechanisms, adjusting as needed.
• Good understanding of databases and data structures.
• Good facilitation skills with the ability to drive issues to closure.
• Self-motivated and able to handle tasks with minimal supervision or questions.
• Good analytical and problem-solving skills.

• Qualifications: Bachelor Degree
• Range of Year Experience-Min Year: 2
• Range of Year Experience-Max Year: 4