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