Level 4
Executive Summary:
Enterprise Technology & Services (ETS) delivers shared technology services for the Firm supporting all business applications and end users. ETS provides capabilities for all stages of the Firm’s software development lifecycle, enabling productive coding, functional and integration testing, application releases, and ongoing monitoring and support for over 3,000 production applications. ETS also delivers all workplace technologies (desktop, mobile, voice, video, productivity, intranet/internet) in integrated configurations that boost the personal productivity of our employees. Application and end user services are delivered on a scalable, secure, and reliable infrastructure composed of seamlessly integrated datacenter, network, compute, cloud, storage, and database services. The process governance role is key to maintaining process health, and control adherence. Candidate(s) for the role(s) are expected to hold experience in the implementation and management of asset management metrics and reporting, including visualization and socialization design, requirement gathering and data aggregation for multiple layers of consumption.
Responsibilities include:
– Works closely with stakeholders to understand ITAM reporting requirements.
– Works with the ITAM SMEs and other stakeholders to ensure that metric objectives are defined, agreed, and documented.
– Works with the ITAM SMEs and other stakeholders to ensure that policy controls are measured.
– Applies knowledge of system capabilities to determine the feasibility of requirements.
– Assists the ServiceNow technical team to translate reporting functionality into ServiceNow architecture and the production of business functionality requirements. Captures requirements and user stories into a backlog for delivery.
– Communicates business directives, goals, and needs to the ServiceNow team.
– Works with IT application analysts and developers, as necessary.
– Collects data to be used in metrics.
– Develops a strategy for reporting for different stakeholders, mindful of the appropriate visualization and presentation needs.
– Builds reports and dashboards within ServiceNow (including the use of Performance Analytics) and PowerBI to meet organization requirements.
– Ensures that controls are in place to maintain data quality.
– Ensures there is visibility of compliance and appropriate levels of escalation where issues are anticipated.
– Partners with nominated individuals to ensure the status of compliance-related activities and audits is clear.
– Provides actionable insight from metrics and reports.
– Recognizes and identifies potential areas where existing business services policies and procedures require change, or where new ones need to be developed, and makes recommendations in these areas.
Qualifications:
– ITSM / ESM process experience, especially ITAM and the controls necessary to maintain high-quality data and demonstrate compliance with policy and regulatory requirements.
– Experience working in a global highly regulated organization.
– Strong, demonstratable experience of ServiceNow reporting capabilities, including Performance Analytics.
– Strong experience in data architecture and data warehouse technologies.
– Strong demonstratable data analysis skills using Excel and PowerBI including building dashboards and data models.
– Knowledge of the ITAM process.
– Ability to perform cost-benefit analysis.
– Experience in running stakeholder workshops.
– Excellent stakeholder communication skills.
– Experience in explaining complex issues in simple ways.
– Experience in capturing requirements and designing improved workflows and reporting.
– Experience working on a large global team covering process and tooling implementation and continuous improvement.
– Experience in successfully driving complex issues through analysis and resolution.
– Familiarity / experience of agile ways of working.
– Bachelor’s degree and/or relevant experience
– Strong organizational and problem-solving skills
– Excellent verbal and written communications skills
– Proficient in other MS-Office productivity applications
– Experience in the financial industry is a plus