APACE2open is the connected supply chain platform that enables the world's largest companies to transform the way they make, move, and sell goods and services. We connect more than 400,000 partners as one multi-enterprise network. Powered by the network, data, and applications, our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably. Our employees around the world are focused on delivering enduring value for our clients.POSITION OVERVIEWAs a Senior Analyst in the Service Management Office, you will be responsible for independently analyzing data to assess and help improve the processes, products, services, best practices, and functions for a service-oriented, client-driven, value-added organization.RESPONSIBILITIES:ITSM Processes:Collaborate with functional leaders to implement comprehensive key performance and risk indicators along with related reporting.Collaborate with cross-functional leads to ensure IT Infrastructure Library (ITIL) processes like change management, request fulfillment, event management, incident management, problem management, configuration management, software asset management, service catalog management, demand management, and service portfolio management are followed.Collaborate with cross-functional leads to integrate service management practices into the delivery of IT services with the objective of delivering reliable, repeatable IT services, at proper service levels.Change and Incident Management:Conduct Change Advisory Board (CAB) meetings.Follow up with teams which resolved incidents to close out incident tickets and complete RCA process.Project Execution:Collaborate with cross-functional teams to implement infrastructure and operations projects and obtain status, while adhering and complying with project management processes and procedures to drive efficiency.Maintenance Window/ Releases:Manage maintenance window sequencing calls and maintenance windows with help from other SMO team members, if needed.Reports:Design, develop and prepare key reports, key performance indicators (KPIs), and metrics packages.Prepare reports that help measure customer satisfaction and service value.Good communication with cross-functional team members.QUALIFICATIONS AND EXPERIENCE:3+ years' experience in service managementA bachelor's degree with emphasis in management information systems, or related field of study.ITIL or similar certification- preferred.Excellent oral, written and presentation skills to communicate, persuade and influence decision-making, paired with active listening skills.Advanced analytical and problem-solving skills.Understand the ITIL framework and how it aligns with and complements other frameworks such as Agile or other project management approaches.Participate in incident handling and off-hours/weekend maintenance activities, as necessary.PHYSICAL REQUIREMENTS:General office environment and responsibilities requiring:Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workdayPlacing and receiving phone callsOccasionally moving and lifting objects up to 20 poundsMay require X% travel or more if neededE2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.E2open participates in the E-verify program in certain locations, as required by law.
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