Process and Problem Manager
Authentication and Identity Services
Job Summary:
Reports To:
Authentication and identity Services Tower Lead
Global Job Role Title:
Sr. Analyst, IM Service Delivery
Global Job Code:
IM07D04200
Global Job Level:
D04
Job Family:
Information Management – IM
Sub-Family:
IM07 - IM Service Delivery
Job Role Summary
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Responsible for managing consistency of process deployment within Authentication Services and across Enterprise Infrastructure, .
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Responsible for ensure integrated problem management within Authentication and identity management services as well as across Enterprise architecture. Responsible for service problem management, development and implementation; responsible for IT service delivery governance.
Support multiple service areas via extensive review of incidents, escalations, and customer feedback trends to identify areas of focus. Lead to closure service improvement requests both internally and externally requested, manage high impact outages, and work with stakeholders and business partners to strategize, prioritize, and ultimately implement problem solutions, service improvements, and new organizational services.
Purpose:
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Maintains the process catalogue for Authentication and Identity Management .
Integrates with Enterprise infrastructure process owners and ensure consistency across teams.
Executes problem and process management governance to ensure compliance and consistent delivery with stated Levels of Service. Ensures that service delivery meets agreed service levels . Establishes, and maintains, and/or reviews operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency to ensure agreed service levels are met and all relevant procedures are adhered to. Provides appropriate status and other reports to specialists, users and managers.
Maintains a broad understanding of the commercial IT environment, how organization sources, deploys and manages external partners and when it is appropriate to use in-house resources. Assists in the development of and manages the execution of contracts with suppliers to meet key performance indicators and agreed targets. Is responsible for the day-to-day service delivery liaison between the organization and designated suppliers. Ensures that supplier performance is properly monitored and regularly reviewed. Advises on policy and procedures covering the selection of suppliers, tendering and procurement.
Diagnoses service delivery problems to identify actions required to maintain or improve levels of service and then initiates or delegates required actions to address. Initiates or refers required actions. Ensures that appropriate action is taken to investigate and resolve incidents and problems in systems and services and ensures that such incidents and problems are fully documented within the relevant reporting systems and coordinates the implementation of agreed remedies and preventative measures.
Scope - Job Specific
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Autonomy:
Works under broad direction.
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Has defined authority and responsibility for processes within Authentication and Identity Services. , including technical, financial and quality aspects.
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Establishes organizational objectives and delegates assignments.
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Accountable for actions take and decisions made by self and subordinates .
Full accountability for own technical work or project/supervisory responsibilities.
Uses best practices and knowledge of internal or external business issues to improve products or services
Acts as a resource for colleagues with less experience
Requires in-depth knowledge and experience
Decisions guided by policies, procedures and business plan
Generally global scope/accountability
Uses best practices and knowledge of internal or external business issues to improve products or services
Acts as a resource for colleagues with less experience
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Influence:
Influences policy formation on contribution of specialization to business objectives
Influences organization, customers, suppliers and peers within industry in area of specialization.
Decisions impact on success of assigned projects i.e. results, deadlines and budget.
Develops business relationships with business partners.
Complexity:
C omplex work activities covering technical, financial and quality aspects and contributing to outstanding service delivery .
Challenging range and variety of complex technical or professional work activities.
Work requires application of fundamental principles in a wide and often unpredictable range of contexts
Understands relationship between specialism and wider customer/ organizational requirements.
Main Responsibilities:
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Business Value / Context
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Coordinates and supports processes for service delivery that support the needs of the client organization.
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Ensures that a Process Catalog of all processes created and maintained . Takes responsibility for command structure and escalation procedures, and ensures that the requisite operational methods, procedures, facilities and tools are established, reviewed and maintained.
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Ensures that processes support the service level requirements of each client/user area .
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Assures that the service complies with the relevant governmental, legal, and Xerox policies.
Works with client/user representatives to determine service level requirements. Supports and improves service levels covering aspects of quantity (e.g. hours, times, throughput, consumables) and quality (e.g. availability, reliability, performance, growth capacity, support, contingency and security).
Manages customer expectations and perceptions in order to optimize customer satisfaction. Works with customers to establish qualitative assessment of the service provision, from the client/user perspective. Proposes service improvements based on analysis of metrics, and satisfaction surveys.
Liaises with service level management, in the specification of services, identification and choice of suppliers and negotiation of contracts and changes to contracts, service levels and specifications with end user management and suppliers.
Strategy / Direction
Defines the mapping of services to clients/users to establish the structure of service level agreements (SLAs). Establishes, documents and maintains operational methods, procedures, and facilities in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency.
Influences design and development of new and changed systems and services to optimize operational efficiency. Contributes to definition of associated standards and techniques. Recommends operational and maintenance acceptance of new systems and services.
Contributes to departmental policy, procedures and practices on matters such as security, health and safety, environmental controls, service facilities and media storage.
Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resource. Advises on policy and procedures covering the selection of suppliers, tendering and procurement.
Operational Oversight
Regularly reviews Operational Level Agreements (OLAs - internal), and/or underpinning agreements (external) to ensure that they are in line with SLA targets. Liaises regularly with service providers and customers to review and improve performance against SLA. Reviews SLAs, produces new SLAs and extensions to existing SLAs. Negotiates changes and improvements to SLAs with the agreement of service provider and user management.
Ensures that the necessary arrangements are in place to meet appropriate RISK requirements (Safe Harbor/Privacy, SOX, Information Security Risk Assessments, Segregation of Duty, adhoc audit requirements, etc…).
Monitors levels of service achieved, ensures detailed metrics and records are kept and analyzed, provides adequate, accurate and timely reports, to clients/users and providers, on actual service levels achieved compared with the targets set in SLAs, and initiates appropriate action involving other service management functions as necessary.
Monitors the effectiveness of all service level management tools and processes in use. Recommends and justifies the purchase of new or upgraded tools and processes.
Ensures that regular meetings to review performance and progress take place with suppliers
Problem management function for services within span of control.
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Ensures that the necessary arrangements are in place to meet appropriate RISK requirements (Safe Harbor/Privacy, SOX, etc…). On the basis of both experience and foresight, sets up and maintains a risk management program.
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Works with clients or users to establish qualitative assessment of the service provision, from the client/user perspective, and initiates actions for improvement, where appropriate. Reviews service level agreements, investigates all appropriate means to improve service levels, and recommends new or revised policies or procedures. Implements specific proposals, balancing overall usage requirements with current and planned services, and prepares investment proposals to meet changes in demand.
Relationships
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Initiates and implements procedures for resolution of conflict or contention for service, setting clear priorities such that both foreseeable incidents and unforeseen conflicts are resolved in a professional and responsible manner.
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Responsible for the liaison between the customer and the supplier organizations, owning the service delivery relationship on behalf of XIM, and enabling all communications to take place effectively and efficiently. Executes the escalation process/procedure for any issues or problems raised by the suppliers, or users, and is responsible for arbitration in situations of conflict.
Develops contracts for the supply of products and/or services, ensuring that each contract underpins the relevant service level agreement(s) with the business, and enables key performance indicators and agreed targets to be met.
Is fully responsible, or leader of a team, for the liaison between the customer and the supplier organizations, owning the relationship on behalf of the customer organization, and enabling all communications to take place effectively and efficiently. Is the first point of escalation for any issues or problems raised by the suppliers, or users, and is responsible for arbitration in situations of conflict.
Ensures that users in own organization are aware of the terms and conditions of contracts, and deal appropriately with suppliers. Facilitates good communications between suppliers and users within own organization.
Analysis
Maintains agreed statistics for quality assurance purposes to assess the ongoing success and effectiveness of the process.
Education Requirements:
Min/Preferred
Education Level
Additional Details
Minimum
Bachelor's Degree
Bachelor’s Degree or Masters Degree (preferred) Computer Science, Information Systems, Engineering, Business Administration, Contract Administration, Finance, or other related field. Or equivalent work experience.
Professional Certifications:
Min/Preferred
Certification Details
Preferred
LSS Green Belt online training required.
Candidate Background: Skills, Knowledge and Abilities:
Min/Preferred
Skills, Knowledge and Abilities
Minimum
Typically has a strong project management or business work experience, including previous supervisory experience.
Minimum
Typically has significant relevant technical or business work experience.
Minimum
Shows a systematic, analytical approach to problem solving and shows aptitude for analyzing and managing problems arising from incidents.
Minimum
Has deep practical knowledge of incident and problem management and the principles and processes of implementing and delivering IT services.
Minimum
Demonstrates the leadership skills needed to handle innovation and change resulting from the implementation of new information and communications technology solutions.
Minimum
Possesses a high level of management skills, with particular emphasis on interpersonal and negotiating skills and the ability to motivate staff.
Minimum
Is familiar with the requirements of the organization for products and services and with the use of the products and services which are the subjects of the agreements.
Minimum
Is familiar with the principles and practices involved in development and maintenance of software solutions and architectures and in service delivery and is able to gain thorough knowledge of the system components and interfaces being designed or integrated, testing procedures, configuration issues and challenges
Minimum
Have sound commercial, organizational, time management, negotiation and resource management skills.
Minimum
Ability to prioritize work activities.
Minimum
Pays attention to detail.
Minimum
Is skilled in conducting meetings and team management.
Minimum
Has a broad knowledge and understanding of IT concepts, current and emerging RISK/XIM Coherences, and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services.
Minimum
Demonstrated ability for systematically analyzing and managing problems arising from incidents in the operation of information systems. Has general awareness of the nature of business critical incidents, and of their implications for the business.
Minimum
Demonstrated ability to become thoroughly familiar with the tools, methods, procedures, equipment and software used in the operation and management of the service.
Minimum
Has the ability to lead teams successfully, when handling complex or high impact problems.
Minimum
Above average verbal, written and presentation skills
Minimum
Is thoroughly familiar with the services and products delivered and the tools, methods, procedures, equipment and software used in the operation and management of the service.
Minimum
Demonstrates high standards of professional behavior in dealings with clients, colleagues and staff.
Minimum
Above average proficiency using office productivity applications and comprehensive understanding of project and program management techniques.
Minimum
Demonstrates good negotiation skills with experience of dealing with users, other staff and suppliers.
Additional Role Requirements:
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ITIL V3 - Completion of prescribed foundation eLearning courses is required for all positions.
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Risk: Broad and thorough understanding of Risk-Coherences (Safe Harbor, Privacy, PCI, ISRA, SOX, SOD, DR, BCAP, etc…)
This job description is meant as a guideline for applicants, and employees of Xerox. It is not a definitive or exhaustive description and consequently may not include all tasks or functions related to the position. This document does not create, and is not part of, an employment contract. Please note the position may change to meet the changing requirements of Xerox’s business. Employees may be assigned duties either, in addition to or instead of, those set out in this document and the position is subject to further changes at Xerox's discretion.
End of Job Description
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**Job:** *IM Service Delivery*
**Organization:** *Xerox (XT)*
**Title:** *Problem/Process Manager, IT Infrastructure Authentication & Naming*
**Location:** *New York-Rochester*
**Requisition ID:** *16024498*
**Virtual/work from home?** *Yes*