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JOB SUMMARY

 

The Senior Process Analyst – Service Management acts as an intermediary between the application development project teams and the Help Desk to collect, clarify and translate functional and technical requirements into support model framework and knowledge content with the goal of shifting support from the Tier 3 application development team to the Help Desk and the end user (when applicable) through self-service.    The incumbent partners closely with the Supervisor – Help Desk and the Knowledge Management team ensuring the support model can function within the constraints of the Help Desk and that created processes/documentation meet writing style and quality guidelines.  Initial focus is on the ROS/Quintiq and ELD rollouts.

 

Additionally, the incumbent designs, implements and maintains process workflows and related configuration management databases via manual analysis, regular interaction with members of the application development and infrastructure teams and automated data collection.  The incumbent ensures the relationships between business service models and the applications, hardware and networking that supports the models are documented, maintained, understood, available and used to make decisions and aid in understanding/communicating the impact of the decisions.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Facilitate the turnover to support/Help Desk processes by engaging Application teams, identifying new support needs/changes, and clearly documenting and communicating those changes to IT Help Desk and Infrastructure support teams (initial focus on ROS and ELD).
  2. Support impact analysis on the front end of projects to identify long-term, ongoing support services/costs/tools.
  3. Coordinates resources to ensure support models and related documentation/knowledge content are delivered and available on schedule.
  4. Develop, manage and publish an Application Inventory & Business Services listing, including meta-data, in Service Now as the IT-wide accepted source of truth/reference.
  5. Lead the implementation and drive utilization and maturity of automated discovery tools/sources of information, including the mapping of Business Applications/Services to all supporting IT infrastructure components (servers, network components, security touchpoints, storage, etc.).
  6. Define, implement and drive the use of the CMDB information to identify all impacted components as IT solution changes are planned (Lenexa data center move, upgrades, maintenance, patching, etc.) reducing risk of outages from unknown connections between solutions.
  7. Reduces the manual effort spent and missed opportunity to identify IT components that can be retired as applications are decommissioned, removed or reviewed for infrastructure upgrade (reduce unnecessary licensing, unused IT capacity or unnecessary upgrade efforts).
  8. Improves ability to respond to and fix major outages (troubleshooting/reduce mean time to repair, improved planned IT change tracking practices, improve identification of and communication for impacted business applications) and respond to a disaster recovery situation.
  9. Maintain integration and initiate improvements in ServiceNow, Business Service models, ITSM processes (including CMDB & Discovery tools), people and governance.
  10. Provide input to the on-going service management program and collaborate with other process managers.

 

COMPETENCIES 

  1. Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
  2. Building Trusting Relationships - Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions.
  3. Collaborating - Working cooperatively with others to help a team or work group achieve its goals.
  4. Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that help them understand and retain the message; listening actively to others.
  5. Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
  6. Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.
  7. Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

 

MINIMUM REQUIREMENTS

  1. Four (4) or more years’ experience in enterprise level IT Service Management operations
  2. Two (2) or more years’ experience utilizing the ServiceNow platform or comparable ITSM ticketing system; preferred
  3. Bachelor’s degree in Computer Science, Engineering or equivalent experience.
  4. Ability to understand business functionality and translate into Tier 1 and self-service support requirements.
  5. Ability to partner with software engineers and Help Desk agents to identify course of resolutions.
  6. Strong problem-solving, multitasking and organizational skills.
  7. Flexibility, intellectual curiosity, assertiveness and approachability.
  8. Ability to execute given assignments in a self-directed manner, takes ownership.
  9. Strong documentation, requirements gathering and mediation skills.
  10. Experience in the design, creation and delivery of process and tool training to an enterprise-wide organization.
  11. Ability to quickly troubleshoot problems that may arise in work products and implement corrections in a timely manner.
  12. Excellent interpersonal skills (including verbal, written, presentation and facilitation skills) with the ability to communicate and partner effectively at all levels within the organization, with both technical and non-technical audiences.
  13. Maintain integration and initiate improvements in the Business Service Models, ServiceNow, and ITSM processes, people and governance.
  14. Provide input to the on-going service management program and collaborate with other process managers.
  15. Familiarity with ITSM best practices, ITILv3 Foundations certified (preferred).


 

WORKING CONDITIONS

 

This job operates in a professional office environment indoors. Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

 

 

PHYSICAL DEMANDS

 

The position requires the ability to spend long hours sitting or standing while using office equipment and computers. Ability to perform repetitive tasks such as typing and keying. Occasional lifting, pushing/pulling, carrying 10 lbs of supplies and materials is required.


YRC Worldwide is an Equal Opportunity/Affirmative Action Employer
Minorities/Females/Persons with Disabilities/Protected Veterans

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