Process/Service Request Management Specialist (ITSM) at OCC

| Chicago
Sorry, this job was removed at 12:04 p.m. (CST) on Thursday, March 4, 2021

Summary:

The Specialist, Service Request Management and Knowledge Management (preferred), Technology Operations is responsible for the Service Request Management (SRM) and Knowledge Management (KM) processes working closely and collaboratively with the entire organization. The SRM / KM Specialist is responsible for the process of request fulfillment as well as the coordination and fulfillment of Service Requests to meet OCC’s obligations. Additionally, the SRM / KM Specialist is responsible for the knowledge management process. 

Primary Duties and Responsibilities:

  • Manage the service request management process with focus on effectiveness, efficiency, and responsiveness

  • Train all Service Request Owners (SRO) and Service Request Requesters (SRR) on the Service Request process and ensure ongoing process compliance and adherence to controls

  • Coordinate and facilitate discussions and working sessions between SROs ensuring appropriate level of requirements gathering are understood, documented, and reviewed

  • Consult with SROs to improve the Service Request Catalog / Service Portal

  • Assist SRRs with request fulfillment within agreed upon SLAs

  • Manage the knowledge management process and repository in ServiceNow

  • Responsible for further development of knowledge base articles

  • Develop and maintain applicable procedures, job aids, process flows, and controls that support SRM and KM processes

  • Develop, monitor, and report the agreed Key Performance Indicators corresponding to the compliance with SROs, SRRs, Knowledge article owners, and management

  • Drive continuous improvement through trend reporting analysis and metrics management

  • Continually work towards making improvements in the SRM and KM processes / modules

  • Coordinate with other ITIL Process Owners

Supervisory Responsibilities:

  • Cross training of other team members, SROs, and SRRs on the service request management process

Qualifications:

  • 3+ years of previous service request management experience

  • 2+ years of previous knowledge management experience (preferred)

  • Strong teamwork spirit and customer service skills to ensure close collaboration with end users of Service Portal and Knowledge Management

  • Excellent oral and written communication skills, ability to effectively communicate with all levels of management and stakeholders

  • Desire to share knowledge and coach other colleagues

Technical Skills:

  • ServiceNow (preferred or similar ITSM tools),

  • Atlassian tools preferred (JIRA, Confluence) or similar experience writing User Stories and Acceptance Criteria

  • Familiarity with ITIL modules e.g. Incident, Problem, Change, Release, Service Portal, Knowledge

  • Experience with Microsoft Office desktop tools (Project, Word, Excel)

Education and/or Experience:

  • Bachelor’s degree, preferably in a technical discipline (Computer Science, Engineering, Information Systems, etc.), or equivalent combination of education and experience required

  • Project management experience leading small to large projects and development of project plans.

  • Experience in the financial industry.

Certificates or Licenses:

  • ITIL Foundations

Read Full Job Description

Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages

Location

Adjacent to the Willis Tower, close to CTA, Metra and expressways with plenty of food and entertainment options nearby.
Why Open Communication and Transparency From the Top Matter to This OCC Leader
Watch

An Insider's view of OCC

What are some social events your company does?

Monthly happy hours and cultural celebrations to honor our diverse workforce.

Andre

Executive Director, Talent Acquisition

What are OCC Perks + Benefits

OCC Benefits Overview

Educational Assistance and Student Debt Forgiveness, 12-week paid parental leave, technology stipend up to $2,000, mobile data reimbursement of $35 per month. Open offices, online health coaching.

Culture
Volunteer in local community
Each year, OCC employees select a locally-based charitable organization for each of our three offices (Chicago, Dallas and Washington, D.C.). We offer multiple opportunities to get involved.
Friends outside of work
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
OCC provides employees with a 401(k) matching plan managed by Fidelity. We match 50% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
OCC provides employees with a flexible work schedule that includes Flexible start and end times.
Vacation & Time Off Benefits
Generous PTO
OCC employees receive between 22 and 32 days per year of paid time off based on years of service.
Paid Volunteer Time
Sabbatical
Eligible employees get 30 days of paid sabbatical after their first 10 years of working at the company.
Paid Holidays
Perks & Discounts
Commuter Benefits
OCC Offers pre-tax commuter benefits for employees in Chicago and Washington, D.C.
Happy Hours
Relocation Assistance
OCC offers relocation assistance which varies based on the position level and location.
Professional Development Benefits
Job Training & Conferences
OCC offers employees professional development opportunities including onsite training courses and the ability to attend job related certification courses, conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $1000.
Lunch and learns
OCC hosts leadership lunches on a regular basis so you can learn about your colleagues and their unique backgrounds.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications
Employees are strongly encouraged to stay current in relevant technologies and supports certification programs.
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