Full Time
Depends on Experience
Work from home available
Address: USA-NC-Salisbury-2085 Harrison Road
Store Code: Service Deliv-Inc and Escalatn (2761847)
Retail Business Services, ranked No. 25 on Fast Company's 2022 100 Best Workplaces for Innovators, is the services company of leading grocery retail group Ahold Delhaize USA, currently providing services to five omnichannel grocery brands, including Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the scale of the local brands to drive synergies and provides industry-leading expertise, insights and analytics to local brands to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued.For more information, visit https:// www.retailbusinessservices.com .
Position Summary
Responsible for developing, managing, and directing performance reporting and process management for support services to ensure they meet business needs and IT requirements of the Transactional Applications SD Team. This role is primarily responsible for overseeing and delivering the implementation and management of IT Services Performance reporting and analytics. This position will need to interface closely with the Service Delivery and Solution Teams on the implementation of IT Service Management Processes and dashboard analytic reporting. This position will require a strong knowledge of RBS IT and business processes and will provide performance metrics regarding the IT Services provided by multiple service providers across the domain to ensure that services are be delivered as required to meet the needs of the business.
Duties & Responsibilities
Performance Management
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Responsible for design, build and regular maintenance of ServiceNow Performance Analytics tool which provides IT Service metrics metrics to identify the success of the services being utilized.
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Responsiblie for ServiceNow Performance Analytics administration.
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Responsible for creation and management of Service Level definitions within ServiceNow for suppliers.
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Responsible for understanding and developing ad-hoc management reporting, service targets, monthly KPI reports, business ready dashboards and various ancillary analyses.
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Responsible for oversight of IT processes in support of managing and maintaing IT Services such as Incident, Problem, Change, Service Request and the linkage relating these areas via the CMDB process.
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Provide reporting dashboards via ServiceNow Performance Analytics across multiple service providers into a integrated service view.
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Provide service level reporting across mulitple 3 rd party suppliers to provide individual performance reporting as well as well as end to end performance metrics.
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Maintain the ITSM process framework across the IT landscape to ensure sufficient support processes are inplace to meet established service levels and business requirements.
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Provide process related dashboards and analysis across the ITSM framework.
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Provide Hypercare Support Plans in concert and colsultation with established guidelines from past engagements
Service Introduction
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Interface with Service Delivery and the Solution teams to implement and improve the Service Introduction process guiding the implementation of new solutions and changes into assigned areas.
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Work with counterparts in the outsourcer(s) organizations to develop and manage service levels.
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Maintain the ITSM framework to meet the requirments of audit. Provide audit reporting on a quarterly basis.
Skills & Abilities
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ServiceNow Performance Analytics Administration
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Knowledge of ITIL processes
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Knowledge in ITSM software such as ServiceNow
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Strong analytical and reporting skills
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Very detail oriented
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Excellent customer service skills
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Strong communication skills
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Decsison making skills in high pressure situations
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Customer focused
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Relationship skills
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Ability to work independently
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15% travel between locations
Education & Experience
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5-8 years in a service delivery role; preferably in an outsourced model, providing performance reporting
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Bachelors degree or relevant experience
#LI-AD1 #DiceJobs
Retail Business Services is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law. We provide reasonable accommodations to applicants and employees with disabilities. As important as what we do is how we do it. Our team embodies our values of Courage, Care, Teamwork, Integrity and Humor in everything that they do. We have a culture of care that values and celebrates the qualities and perspectives that make us all unique.
If you have a disability and require assistance in the application process, please contact our Talent Acquisition Department at tad@retailbusinessservices.com.
Job Requisition: 267937_external_USA-NC-Salisbury_982022