Compute Service Team is seeking a qualified candidate to enable Service Management capabilities. Our team is responsible for managing 7 Service Offerings which include Automation and Orchestration, Virtualization Platform, Chef Infrastructure and Manual OS, Server Hardware Management, Automated OS (AOS), Infrastructure Architecture and Service Management. Our team will use ITIL/ITSM processes which include, service design, service transition, service transformation, service architecture, service strategy, continual service improvement, and change management demonstrating data analytics, metrics design and reporting, and process management tools.

Key Responsibilities

• Lead on continual service improvements – focusing on enabling process discipline, reducing bureaucracy, eliminating waste and reducing hand-offs, exposing true cost of the service to stakeholders
• Data analytics using Qlik, Tableau, Alteryx tools to gain insights to properly manage the Compute Service infrastructure with a focus on service health index (HW/OS), licensing, costing.
• Lead monthly business review (BR) metrics reporting. Engaging Service Offering Owners to identify process issues and areas of improvement.
• Facilitate Service expedition to basecamp 1 and beyond
• Improve customer experience by researching, analyzing, and designing how a service is delivered by contributing to the customer
• Plans and conducts customer/end-user research (interviews, focus group, observations, etc) to inform service strategy
• Adheres to service strategy including alignment to service management processes

The minimum requirements we seek:

• Bachelor’s Degree Computer Science, Computer Engineering, or related field of study
• 3 + years of service design experience with emphasis on the conception, user validation and delivery of applications.

Our preferred requirements:

• Professional experience in human centered processes including heuristic evaluation techniques, service blueprinting and journey mapping.
• Can communicate the value of design and brand within a design and business context and identify improved solutions.
• Experience with user research, concepting, and iterative prototyping.
• Experience designing, launching and/or scaling B2B or B2C services.
• Lives, breathes, respects all forms of design-centric subject areas.
• Excellent understanding of production design practices, general product development processes, timing, and product lifecycles.
• Forward, innovative problem solver with an entrepreneur-like mentality.