IT Service Management Oversight Analyst

IT Service Management Analyst

An exciting opportunity has arisen within the IT Service Management function as an IT Service Management Analyst reporting to the Manager of the IT Service Management Oversight team. The successful candidate will have a working scope of global IT Service Management and scope that involves:

• IT Service Management Strategic Planning
• IT Service Management Operating Model Definition
• Service Management Governance Framework & Reporting
• Service Management Guidelines & Standards
• Driving a continual improvement framework
• Definition and operation of a Service Management Office
• IT Service Management Practice & Process Definitions
• Organisational design (Int/Ext)
• Transformation planning, design, build & project delivery

Responsibilities include but not limited to:

• Thought leadership: contribution of IT Service Management subject matter expertise, to the evolution and improve the global IT Service Management practice and operating model.
• Process Ownership: full IT SM process ownership being responsible for ensuring that global process(s) are fit for purpose, based upon ITIL and FedEx best practices and aligned with organizational goals and strategy.
• IT SM Technology (PDSM): Work in partnership with Enterprise Platform Product Owners to drive demand, planning and requirements to ensure that underpinning technology meets the needs of the global IT SM processes.
• Assigned Vendor oversight: take responsibility ensuring multiple ITSM Vendor process outcomes, meet the needs of business partners and the Global Service Management practice.
• Process Management: In conjunction with our IT SM Vendor, work to implement communication, training, and reinforcement plans to ensure the IT SM processes are understood, adopted and measured.
• Advocacy: Work to gain cooperation and compliance from all IT stakeholders whose functional groups are involved in all IT SM processes representing the global IT SM scope and practice
• Compliance: Ensure all ITSM processes represented and executed by vendor fully meet all FedEx compliance policies, processes and standards.

What do you bring with you?

• Proven IT Service Management experience, you will have extensive IT SM knowledge and a minimum of 2 years IT Service Management experience, ideally working within different process areas.
• You will have proven ability in:
• Excellent working knowledge of IT service management processes
• Process Definition work (design, documentation, and stewardship)
• Process management (measurement and governance)
• Systems thinking linked to IT Service Management
• SME understanding of the IT Service Management Best Practice (ITIL)
• Excellent reporting, communication and presentation skills.
• Experience owning and running QDM projects
• Business acumen and ability to translate business needs into IT Service Management solutions.
• Exceptional communicator, a sound influencer with the ability to communicate at all levels
• The ability to work on your own initiative
• Balancing high standards and pragmatism to get a job done, whatever it takes
• Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process driven
• Other Required skills:
• Excellent oral and written command of English.
• Excellent communication and presentation skills.
• QDM Experience and knowledge
• Adaptability and willingness to learn new technologies.
• Skills considered a plus:
• ITIL certification
• Data Analytics
• Artificial Intelligence
• ServiceNow
• Data Stewardship

What do we offer?

• Attractive compensation package
• Training to get you started and on-the-job learning opportunities
• Extensive learning resources to further develop your skills and knowledge
• Tuition Assistance Program (*applicable for FedEx positions with a permanent contract)
• Employee Assistance Program for you and your family in difficult life situations
• Employee reduced-rate shipping
• Great career opportunities
• FedEx is one of the worlds most admired companies and trusted brands year after year

Bring your ideas, individuality, and dreams to our global community. Feel good about where you work. Choose your career path - we're ready to invest in your development. Join FedEx.

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all.