Position SummaryWhat you'll doWalmart Global Tech is looking to hire a Staff Service Management Process Owner for our Sunnyvale office. The Service Management Process Owner is a dynamic and strategic role designed for process experts who thrive in solving complex problems. You will be responsible for overseeing service delivery process, ensuring its efficiency, effectiveness, and alignment with overall service level agreements by defining key performance indicators, identifying areas for improvement, and driving continuous process optimization across all relevant teams. You will ensure that processes comply with relevant laws, regulations, and internal standards.Do you have deep understanding of ITIL or other service management frameworks, including best practices for service delivery and optimize the service management process through process re-engineering, automation or other improvement methodologies? Do you have experience diagnosing complex issues, identify root causes, and develop effective solutions? Do you consider yourself as someone with a growth mindset who will raise the technical bar, and identify opportunities to improve existing processes, tools and systems to achieve high scale and productivity?About Team: Global Tech Service Management Team aims to ensure operational excellence through continuous improvement, adaptive operational practices, standardization, and automation to deliver high quality services. The vision is to provide customer focused, cost effective and resilient services by operationalizing best practice frameworks into value-added ways of working. Functions handled are Problem Management, Change Management and Global Process.What you'll do:
The Service Management Process Owner is accountable to senior management for the proper design, execution, and improvement of the process
As a member of our ITSM team, you will be responsible for managing and improving the delivery of IT services to our users
You will work closely with our technical teams to ensure that our systems are operating efficiently and effectively
Develop and maintains process documentation, workflows and knowledge database articles
Review, recommend, design, and drive implementation of enhancements to the Incident, Problem and Change processes
Measure and manage key indicators to drive global adoption of the Incident, Problem and Change Management Process
Monitor and analyze key performance indicators (KPIs) to measure process effectiveness and efficiency
Responsible for operational aspects of the Global Process
Conduct regular audits and assessments to ensure the process is relevant and effective and in compliance with ITIL standards
Develop operational metrics and reporting requirements and maintain service level agreements (SLAs)
Participate in requirements discussions and help resolve cross-functional conflicts
Ensure consistent execution of the process across the organization
Consult and influence Service Owners/Managers on proper implementation of the Common Service Data Model (CSDM)
Ensure the ServiceNow product complies with relevant industry standards and security requirements
Manage the product backlog and validate customer needs and priorities
Actively participate in project and scrum meetings
Partner with other business functions to support cross functional projects and modernization initiatives across the organization
Participate in project and governance meetings to ensure proper alignment across multiple functions
Participate in platform upgrades
What you'll bring:
Demonstrate a strong technical acumen and capability, with proven results
Strong understanding of ITIL principles and best practices
Strong understanding of compliance regulations, federal regulatory knowledge, and industry best practices
8-10 years of experience working with IT Service Management frameworks and processes
In depth understanding of ServiceNow capabilities and experience with management of ServiceNow Incident, Problem and Change Process Ownership
Knowledge of IT security principles and best practices for securing ITSM processes and data
Familiarity with Agile/Scrum methodologies
Experience with ServiceNow Performance Analytics and Reporting for measuring ITSM performance and service metrics
Experience with ServiceNow development tools such as workflow, flow designer, business rules, scripts, and Access Control List (ACL) rules
The capacity to drive continuous improvement initiatives and manage organizational change effectively
Excellent communication, listening and interpersonal skills to build relationships and gain support for the processes you own
Strong analytical, problem-solving skills and attention to detail
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to prioritize features and enhancements
Skilled servant leader and able to work with a diverse team of IT professionals
Working knowledge of various best practice frameworks including ITIL, service management, Agile/scrum, project management, etc
Experience working with a global team across multiple regions and time zones
Experience working in a matrixed organization
Experience in coordinating, creation and completion of technical design and discussions that help drive technical architecture
Experience working with modern, web-based architectures, including REST APIs, Serverless, event-driven microservices
Experience participating in relevant Engineering and Technical Operations workgroups and on-call rotations to assure service availability and operational excellence
ITSM Certification
Proficiency in MS-Office productivity applications
Bachelor's degree in Computer Science, Information Technology or a related field
About Walmart Global Tech:Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. That's what we do at Walmart Global Tech. We're a team of software engineers, data scientists, cybersecurity expert's and service professionals within the world's leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.Flexible, Hybrid work:We use a hybrid way of working that is primarily in office coupled with virtual when not onsite. Our campuses serve as a hub to enhance collaboration, bring us together for purpose and deliver on business needs. This approach helps us make quicker decisions, remove location barriers across our global team and be more flexible in our personal lives.Benefits:Benefits: Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.Equal Opportunity Employer:Walmart, Inc. is an Equal Opportunity Employer - By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions - while being inclusive of all people.The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.For information about PTO, see https://one.walmart.com/notices .Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.For information about benefits and eligibility, see One.Walmart .The annual salary range for this position is $143,000.00-$286,000.00Additional compensation includes annual or quarterly performance bonuses.Additional compensation for certain positions may also include:
Stock
Minimum QualificationsOutlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.Option 1: Bachelor's degree in computer science, computer engineering, computer information systems, software engineering, or related area and 4 years' experience in software engineering or related area.Option 2: 6 years' experience in software engineering or related area.Preferred QualificationsOutlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Master's degree in Computer Science, Computer Engineering, Computer Information Systems, Software Engineering, or related area and 2 years' experience in software engineering or related area, We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart's accessibility standards and guidelines for supporting an inclusive culture.Primary Location840 W California Ave, Sunnyvale, CA 94086-4828, United States of AmericaWalmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.