Are you interested in being a key part of a dynamic and innovative team? Do you have a passion for identifying process improvement opportunities and driving efficiency throughout a large and complex organization? Are you proficient in your understanding of technology, but able to describe it from the perspective of an end-user?
The Continual Service Improvement (CSI) Specialist is a customer-facing role on the combined Service Catalog and CSI Team within the larger department of Service Management Automation Support. The CSI Specialist will work closely with Service Owners, the Service Catalog Service Design team, and ultimately with Service Level Managers to identify and then implement improvements to IT services. The CSI Specialist will also create and analyze service management reports.
Essential Functions:
- Baselines existing service performance, analyzes service level attainment metrics and reviews outcomes with Service Owners
- Partners with the Service Designer, Service Owner and Service Level Manager to develop/establish service targets and Service Level Agreements
- Reviews and analyzes service level targets to ensure achievement; schedules regular reviews of the performance outcomes with Service Owners and other Stakeholders
- Produces reports on services based on established Key Service Performance Indicators (and ultimately OLAs and SLAs)
- Has a good understanding of statistical and analytical principles and processes
- Identifies and tracks cost benefit analysis associated with targeted Service Improvement activities
- Acts as a change agent for IT Service Management by infusing ITIL concepts and the associated framework into Continual Service Improvement activities; mentors KP colleagues in the adoption of Continual Service Improvement methodologies
- Reviews existing customer satisfaction survey data to measure overall satisfaction with the delivery of the service; conducts additional customer satisfaction surveys as needed
- Conducts internal service reviews (audits) to identify Continual Service Improvement opportunities and ensure adherence to documented processes
- Maintains a comprehensive list of service improvement opportunities in the Continual Service Improvement Register
- Uses standard process improvement methodologies (such as Six Sigma, Lean & the Seven Step Improvement process) to drive reductions in cycle time, reduce rework and drive efficiency gains
- Conducts market analysis to ensure that internally provided services remain aligned with external providers
Qualifications:
Basic Qualifications:
- Bachelor's degree in a related subject and/or 4 years of equivalent experience.
- A minimum of 12 years of experience in documenting functional requirements, analyzing business processes, and developing business cases to support IT solutions.
- Process improvement background with proven experience in documenting process workflows and identifying opportunities for standardization and efficiency gains
- Advanced knowledge of Visio, Excel and PowerPoint
Preferred Qualifications:
- ITIL Certified, preferably in Continual Service Improvement
- Six Sigma, Kaizen or Lean experience and or Certification
- Service Catalog experience
- Experience with reporting tools and analysis (trend analysis, report development)
- Experience working with Business Objects
- Prior experience using Remedy ITSM (v7.6) and Service Catalog
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.