IT Service Mgmt Analyst, Sr
Description
This role leads the technology validation process which is responsible for assessing how potential new technology purchases align with our technology standards. Job responsibilities associated with this role include leading a cross functional team of subject matter experts representing the various areas of technology, working closely with the process owners in security that own adjacent vetting pieces to ensure handoffs between the vetting processes are smooth and stay in synch, and owning the tool that supports these vetting practices and working with the development team on tool enhancements in support of continual process improvement initiatives. This role is responsible for the overall user experience with the process and tools, improving customer satisfaction, maximizing productivity, reducing cost, risk, and touch points across the technology organization.
This role also serves as the business owner of the APART application which is a homegrown application that the technology organization uses for asset management for applications, databases, servers, and other infrastructure equipment. This role works with stakeholders to identify areas for improvement, document requirements and work with the steering committees and development teams to get work prioritized, tested and implemented.
Must be able to work with teams across the technology organization and balance between tactical/day-to-day management of the process/tool and strategic medium- and long-term planning for the organization.
This job can be located anywhere in the Southern Company footprint (Georgia, Alabama, Mississippi)
JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills )
BS/BA in Computer Science, Business Management, or related field is preferred
At least 7 years of IT operational experience
At least 5 years of operational IT process analysis, development, and implementation experience
Excellent verbal and written communication skills
Ability to build and maintain strong relationships with technology and business unit stakeholders at all levels
Exhibits Southern Style
Strong business acumen, leadership, and organizational change management skills
Ability to influence without direct authority or control
Proficient in the use of typical office automation tools, including Microsoft Office
Process analysis and design skills
Knowledge and understanding of IT Service Management principles and frameworks, DevOps, Lean Six Sigma
ITILR Foundations certification either V3 or V4 preferred
PMP certification preferred
JOB COMPETENCIES:
Analytical and detail oriented
Problem solving expertise
Project management skills
Good communication and presentation skills to all audiences including senior management
Knowledge of company technology organization, business, and technical environments
Understanding of company technology infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development & maintenance
Ability to build relationships and work comfortably with all levels of management
Effectively organizes tasks, manages multiple priorities, and able to meet tight deadlines
Demonstrate our values of safety first, unquestionable trust, superior performance, and total commitment and the ability to provide and accept feedback.
MAJOR JOB RESPONSIBILITIES:
Establish and document enterprise-wide vision, strategy and objectives for the technology validation process and APART processes
Meet with key stakeholders to communicate strategy and gather feedback
Develop, document, and publish technology validation processes
Define Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) that demonstrate and track process effectiveness and efficiency
Evaluate and analyze KPIs and CSFs regularly to drive process improvements
Regularly benchmark processes with identified best in class process operators to identify process improvement opportunities
Manage updates and improvements to the processes, working with and through others
Work with other process owners to ensure all interfaces between processes are identified and function properly
Regularly solicit and evaluate process improvement suggestions
Develop and deliver process training courses, sessions, or materials that provide overview, initial introduction, updates, and refresher operations of the processes for all appropriate stakeholders
Be a champion for customers and submitters of requests and consumers of the process.
Identify process compliance failures and recommend specific corrective actions
Define content for periodic process reports that document process effectiveness, efficiency and improvement areas, and progress toward completing improvements
System testing for new features and upgrades
ADDITIONAL INFORMATION
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Disclaimer:
This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.
Southern Company (NYSE: SO ) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries . The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications . Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com .
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Field: Information Technology
Job Type: Standard
Primary Location: Georgia-Metro Atlanta-Atlanta
Operating Company: Southern Company Services
Other Locations: Mississippi-Coastal Area-Gulfport, Alabama-Metro Birmingham/Eastern AL-Birmingham
Job Type: Standard
Travel (Up to...): Yes, 25 % of the Time
Work Location(s):
Georgia Power Headquarters - 241 Ralph McGill Blvd. NE (241ATLANTA)
241 Ralph McGill Blvd. NE
Atlanta, 30308
MPC Corporate Headquarters - 2992 West Beach Blvd (2992GULFPORT)
2992 West Beach Blvd
Gulfport, 39501
APC Corporate Headquarters - 600 North 18th Street (600BIRMINGHAM)
600 North 18th Street
Birmingham, 35203
Req ID: SCS2010445
