Service Portfolio Process Custodian

Date Added: April 03, 2024
Software Resources has an immediate job opportunity for a REMOTE Service Portfolio Process Custodian. Local to FL Preferred.

Duration: 9 month(s)

Must have ServiceNow Experience.
There will be lots of Reporting, Manager Interaction & Team Education involved.
This is part of an Integration Project. Candidate will need to be comfortable having conversation with different segments of the business and explaining how changes impact specific parts of the business. 

Service Portfolio Process Custodian will work closely with the Service Portfolio Process Manager & Project/Program Team to drive adoption of new Service Portfolio Management product and process as well as support the detailed data transformation inclusive of Service Portfolio, Services, Offerings and relationships to Application Services and Infrastructure.)

Functions include: Operate & manage steady state, day-to-day needs including monitoring and enforcement of data and process compliance, responding to new requests for process/data support, providing reporting assistance, education/training, assisting with Service Definition, assisting with associating Offerings with Configuration Items, and establishment of Dynamic CI Groups.

The Process Custodian will interact with Service Portfolio Practitioners and related process Stakeholders to help the organization mature into the use of Service Portfolio Management best practices.

• Operate and manage steady state, day-to-day needs including:
o Monitor and enforce data and process compliance
o Respond to new requests for process/data support
o Provide reporting assistance
o Provide education and training as needed
o Assist with process refinements
o Identify continuous improvement opportunities
o Proactively identifies issues (data or process) and ensures that appropriate action is taken to resolve issues
• Assist in operationalizing Service Portfolio Management
o Coordinates with related process Stakeholders to establish data and process compliance metrics reporting needed for process compliance governance
o Prepare supporting documentation
• Partner with Service Portfolio Practitioners to educate and provide Service Portfolio guidance as well as assisting with Data Transformation (data evaluation, curation and maintenance) including;
o Service Definition
o Associating Offerings with Configuration Items
o Establishment of Dynamic CI Groups
• Partner with Service Portfolio Stakeholders to ensure Service Portfolio meets related process needs
• Partner across project/programs to ensure interdependencies between programs is accounted for
• Support project management activities required to track progress
o Tracking data transformation progress
o Identifying data transformation dependencies
• Consults with, and advises process manager regarding issues, actions and any obstacles to completing assigned activities
• Confidently and effectively communicates with managers, team members, stakeholders, and business partners

Basic Qualifications:
• Minimum of 5 years Service Portfolio Management experience
• Minimum of 5 years business and data analysis experience
• Knowledge of ServiceNow Service Portfolio Management, Query Builder and Reporting products
• Familiarity with ServiceNow Common Services Data Model (CSDM)
• Must have proven experience managing priorities, and tasks across multiple projects and teams – while adhering to deadlines and maintaining high quality
• Advanced knowledge of MS Excel – ability to perform VLOOKUP's, pivot tables, and other Excel formulas to design models and reports
• Excellent interpersonal, organizational, communication, and time management skills; with the ability to effectively communicate with executive leadership
• Strong partnering, influencing, and interpersonal skills, including verbal, written, active listening, and communication; high attention to detail; demonstrated ability to influence partners and key business decisions
• Proficient in Microsoft Office
• Act as an agent of change and partner with clients to understand pain points and champion process improvements
• Demonstrate strong analytical and problem-solving skills to achieve business results

Preferred Qualifications:
• Experience working for a large company and within a matrix organization
• Experience supporting technology organizations using agile practices
• Experience with Smartsheets
• Disney experience preferred

Required Education:
BS or equivalent experience

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