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* This is a hybrid role, requiring the successful candidate to attend our Tralee office.
Role Description
SMBC is seeking an Enterprise Service Management Analyst to help improve data quality, process consistency, and compliance with IT controls for incident and problem management. The ideal candidate has experience with ServiceNow and a solid understanding of ITIL principles, with strong analytical skills, is solutions-oriented, and able to collaborate effectively across the IT organization. This role conducts regular data quality assessments and reviews to identify and address discrepancies and anomalies with data quality and process consistency. They follow up with IT support groups and stakeholders to address data quality issues and implement corrective actions. The individual uses ServiceNow reporting and other BI tools to analyze and understand data trends. The role supports all areas of Enterprise Service Management and interfaces heavily with IT Controls, incident and problem management roles. This role will report to the Director of Enterprise Service Management.
Role Objectives: Delivery
* Measure, analyze, and help address performance issues related to established key metrics.
* Conduct daily review of incidents and problems to assess data quality and compliance with published polices, standards, procedures, and Job Aids.
* Daily follow up with data stewards to address outstanding data quality issues.
* Escalation to managers to address data quality issues are not addressed in a timely manner.
* Create documentation and knowledgebase articles to support improved process data quality.
* Produce and publish weekly reporting to measure and track data quality trends and issues.
* Evaluate and propose solutions to address data quality issues in the ServiceNow platform related to governed processes.
* Advise and support incident and problem role holders across IT to ensure accuracy and completeness of data in governed process.
* Engage owners of process dependent data, such as HR and Asset Management, to provide data quality feedback and assist with improvement of dependent data.
* Lead periodic meetings with stakeholders to communicate data quality issues and trends.
* Provide training to data users and data producers to ensure that all data governance standards are met on an ongoing basis.
* Research and develop processes to enhance data quality reporting and controls.
* Support adoption and implementation of data governance policies.
* Escalate data issues as necessary; ensure issues are addressed, understood, and closed.
* Support audit requests, as needed.
Qualifications and Skills
* 3 years of experience highly desired.
* Solid knowledge of ServiceNow is preferred. Specifically with reporting, incident, problem, change, request, and knowledge management.
* Demonstrate comprehensive understanding of software development lifecycle, change control procedures and risk mitigation practices.
* Exhibit ability to manage projects requiring the coordination of several different teams developing products while creating clear communication structures and maintaining goal alignment.
* Show analytical skills necessary to effectively review change management policy performance and to prioritize project development.
* Possess knowledge of the firm’s current systems and application states to understand dependencies and identify conflicts before deployment.
* Have strong verbal and written communication skills.
* Ability to demonstrate a self-motivated and disciplined approach to learning and working.
* Ability to work in a team environment and demonstrate leadership skills when needed.
* Possess a highly developed sense of personal accountability and follow-through with an ability to effectively prioritize multiple personal tasks, projects, and goals.
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