Itil Business Process Owner

What You'll Do

The ITIL Business Process Owner is a critical role within the Global Customer Services (GCS) organization. You will define and manage key processes by which we proactively and reactively respond to and resolve customer service cases across our Global Customer Services, Cloud Operations, and Managed Services delivery organizations.

You will ensure that we implement a fantastic user experience in the support portal as a front end to world-class procedures aligned to the guidelines of ITIL. You will provide oversight and consultation to the delivery organizations to ensure we are executing against the processes as defined and always looking for Continuous Improvement opportunities to make the processes better and more efficient for our customers and staff. This role will work with the GCS learning resources to provide training on the core processes across the global organization.

You will have the opportunity to be the Business Process Owner for one or more ITIL modules for our customer facing ServiceNow instance and/or our customer facing support portal. This includes defining and prioritizing enhancements to our tooling in conjunction with IT and ensuring a high-quality customer experience. You should be interested in leveraging automation, artificial intelligence, machine learning, and other modern means to ensure we deliver the best possible service to our customers.

**Responsibilities**:
Oversee and manage end-to-end definition and execution of assigned process area(s)
Ensures GCS implements world-class procedures in the eyes of our customers while remaining aligned to the guidelines of ITIL
Works with stakeholders across the organization to evaluate and drive continuous improvement to our core support and operational processes as well as the customer’s experience
Monitors business performance metrics that measure the effectiveness of our delivery processes and responds accordingly
Develops, implements, and enhances standard processes and the tools that enable those processes that are consistent with the current and evolving needs of Teradata
Conducts training and workshops around the process areas and associated technologies. Works closely with GCS Training resources
Collaborates with the Enablement/Deployment team to ensure appropriate communication is provided to affected stakeholders

Who You'll Work With

You will also collaborate with other Process Owners to ensure synergy among all processes.

Knowledge and experience with the Information Technology Infrastructure Library (ITIL) Service Lifecycle phases, framework, and best practices
Practical knowledge of analytics and data warehousing
ITIL certification, ideally ITIL 4
DevOps certification
Agile/Scrum Certification
Six Sigma, Lean, or PMP certification strongly preferred
Deep knowledge of the business and business drivers that these processes are intended to deliver
Demonstrable analytical skills using data to derive actionable insights and drive decisions in a business environment
Hands-on knowledge of ServiceNow as a Business User
5-8+ years in complex cross-functional project/program management role
Bachelor’s degree required; MBA or Master’s degree preferred
Demonstrated skill at building strong working relationships and influencing both internal and external stakeholders at all levels; has passion and convictions and the innate ability to inspire passion in others
Demonstrated ability to work in a fast-paced, ambiguous, deadline-oriented, and rapidly changing work environment

What You Will Bring

Excellent written and verbal communication skills
Background working with multiple areas of a support organization