IT Service Management Analyst

The IT Service Management function is a new MD function that will define and implement the IT Enterprise IT Service Management strategy, in conjunction with our strategic Managed Service provider, to deliver a single IT Service Management operating model. This will enable a global set of IT Service Management practices and processes aimed at improving IT Service reliability, reduction of business outages and gain efficiencies from a single way of working.
The IT Service Management scope of this role is multi-disciplined and will represent core IT Service Management processes within scope, that are executed by strategic IT SM Vendor.

We have an exciting opportunity for you to join our team as an IT Service Management Analyst.

**Who we are**:
FedEx is the largest express transportation company in the world, connecting more than 220 countries and territories. We work every moment to deliver the most important package of someone’s day. Our team of passionate people know their day-to-day work is invaluable in delivering outstanding experience to our customers. 530,000 team members strong, we are as diverse as the world we serve. We love what we do, and we do it well. Our reach is big, and so are our dreams. Join us and let's write our next chapter together.

**What you will be doing**:
The IT Service Management function is a new MD function that will define and implement the IT Enterprise IT Service Management strategy, in conjunction with our strategic Managed Service provider, to deliver a single IT Service Management operating model. This will enable a global set of IT Service Management practices and processes aimed at improving IT Service reliability, reduction of business outages and gain efficiencies from a single way of working.

The IT Service Management scope of this role is multi-disciplined and will represent core IT Service Management processes within scope, that are executed by strategic IT SM Vendor.

**Responsibilities include but not limited to**:

- ** Process Ownership**: full IT SM process ownership being responsible for ensuring that global process(s) are fit for purpose, based upon ITIL and FedEx best practices and aligned with organizational goals and strategy.
- ** IT SM Technology (PDSM)**: Work in partnership with Enterprise Platform Product Owners to drive demand, planning and requirements to ensure that underpinning technology meets the needs of the global IT SM processes.
- ** Assigned Vendor oversight**:take responsibility ensuring multiple ITSM Vendor process outcomes, meet the needs of business partners and the Global Service Management practice.
- ** Process Management**:In conjunction with our IT SM Vendor, work to implement communication, training, and reinforcement plans to ensure the IT SM processes are understood, adopted and measured.
- ** Advocacy**:Work to gain cooperation and compliance from all IT stakeholders whose functional groups are involved in all IT SM processes representing the global IT SM scope and practice
- ** Compliance**:Ensure all ITSM processes represented and executed by vendor fully meet all FedEx compliance policies, processes and standards.

**What do you bring with you**:
Proven IT Service Management experience, you will have extensive IT SM knowledge and a minimum of 2 years IT Service Management experience, ideally working within different process areas.

You will have proven ability in:

- Excellent working knowledge of IT service management processes
- Process Definition work (design, documentation, and stewardship)
- Process management (measurement and governance)
- Systems thinking linked to IT Service Management
- SME understanding of the IT Service Management Best Practice (ITIL)
- Excellent reporting, communication and presentation skills.
- Experience owning and running QDM projects
- Business acumen and ability to translate business needs into IT Service Management solutions.
- Exceptional communicator, a sound influencer with the ability to communicate at all levels
- The ability to work on your own initiative
- Balancing high standards and pragmatism to get a job done, whatever it takes
- Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process driven

**Other Required skills**:

- Excellent oral and written command of English.
- Excellent communication and presentation skills.
- QDM Experience and knowledge
- Adaptability and willingness to learn new technologies.

**Skills considered a plus**:

- ITIL certification
- Data Analytics
- Artificial Intelligence
- ServiceNow
- Data Stewardship

**What do we offer**:

- Attractive compensation package
- Training to get you started and on-the-job learning opportunities
- Extensive learning resources to further develop your skills and knowledge
- Tuition Assistance Program (*applicable for FedEx positions with a permanent contract)
- Employee Assistance Program for you and your family in difficult life situations
- Employee reduced-rate