Service Catalog Analyst II

Global Payments • Full-time • Remote • 13h ago

Summary of This Role

The Service Catalog Analyst completes routine tasks for the Service Catalog, a foundational component of IT Service Management. Activities include, but are not limited to, reviewing initial requests for new offerings, preparing for review of existing offerings, maintaining review cycle information, documentation, reviewing disparate systems’ content for alignment, data analysis, Metrics/KPIs/CSFs and monthly reporting. This role reports to the Service Catalog Process Owner.

What Part Will You Play?

Performs daily operational processes for with little to no supervision
Reviews initial new offering request submissions
Prepares review documents on existing offerings
Maintains review information within ticketing tool
Reviews disparate system (ICD/SM) content to identify common offerings
Provides data analysis identifying Key Performance Indicators (KPIs) not meeting established thresholds and makes recommendations to improve same
Monitors activities across multiple operational queues
Participates in meetings with Functional Group Owners and/or Executive Leadership; may facilitate at times
Tracks submission volumes and data where no offering exists; transfers information to Service Catalog Process Owner for further review
Provides guidance, advice, and/or training to less experienced staff
Assists with creating and maintaining and ensuring documentation remains current
Recommends areas where automation may be possible
May assist or be responsible for outgoing communications
Represents Manager/Process Owner when called upon
Works collaboratively in a team environment with a spirit of cooperation
Maintains good working relationships in all engagements
Maintains regular and predictable attendance
Build relationships with other ITSM team(s) to ensure inter-process activities are well maintained and transition smoothly across the service lifecycle
Contribute to and executes on roadmap to mature Request Management processes
Other duties as assigned

What Are We Looking For in This Role?

Minimum Qualifications

Experience working in an ITIL driven organization
Comfortable working independently or as part of a Team
Excellent attention to detail on multiple simultaneous tasks
Understanding of Metrics, Key Performance Indicators and Critical Success Factors
Strong communication (written & verbal) skills required, excellent verbal presentation skills
Background in IT Operations, Research or Process Engineering desired
Strong mediation and facilitation skills required
Experience in developing process workflows highly desired
Must be able to manage, direct and instruct personnel via phone, chat or Meet
Analytical and problem solving skills are essential
Demonstrated excellence in Google Workspace
Knowledge of data mining, relational databases
Proficient in using standard computer hardware and software systems

Preferred Qualifications

Prior experience in an IT Service Management role
BS Degree or equivalent experience
Minimum two years of technical or industry experience
ITIL v4 Certification

What Are Our Desired Skills and Capabilities?

Skills / Knowledge - Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
Job Complexity - Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.
Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
Problem Solving - A seasoned, experienced professional with strong problem solving skills and problem resolution based on a broad base of business knowledge
MS Office & Flowcharting - Word, Excel, PowerPoint, Visio. Familiar with several common drawing techniques using Visio or UML