What are the responsibilities and job description for the Enterprise Service Request and Catalog Mgt. Process Owner - Now Hiring position at EDWARD JONES?
At Edward Jones, we help clients achieve their serious, long-term financial goals by understanding their needs and implementing tailored solutions. To ensure a personal client experience, we have located our 15,000 branch offices where our more than 7 million clients live and work.
In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.
In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.
Team Overview:
The Enterprise Service Management Office team is responsible to drive the strategy, reliability, maturity and value realization for all ITSM processes and related tools.
The Enterprise owner will be accountable for Service Request and Catalog Management strategy, process, tools, activities, training and communication of all aspects of the process.
What You'll Do:
The Enterprise Service Management Office team is responsible to drive the strategy, reliability, maturity and value realization for all ITSM processes and related tools.
The Enterprise owner will be accountable for Service Request and Catalog Management strategy, process, tools, activities, training and communication of all aspects of the process.
What You'll Do:
- Drive vision, strategy, roadmap, policies, procedures, process, governance, and compliance of the Service Request and Catalog Management Process and Service Catalog, to meet needs for impacted ITSM practices
- Communicate the vision and the process’s strategic goals to Stakeholders; Publicize activities and build commitment to the roadmap
- Evangelize the importance and value of the Service Catalog and Portal across the Digital organization; Partners with stakeholders such as Enterprise Architecture, Data Governance, Infrastructure, Applications and Security teams
- Ensure alignment of the process to the corporate and Digital strategy and process and automation changes are backed by true business requirements
- Responsible for the implementation, continuous improvement, and refinement of the Service Request and Catalog Management practice within the Digital organization, to increase data completeness and quality with focus on automation including coordination with infrastructure discovery processes
- Lead the prioritization and backlog grooming effort for Service Request and Catalog Management Initiatives and Enhancements and help shepherd the resulting use cases to drive value for the Service Catalog
- Responsible for coordination with other Process Owners to ensure a cohesive solution, integration and issue resolution across related processes
- Approve any changes to the Service Request and Catalog Management tools and ensure testing has taken place
- Define and Publish Service Request and Catalog Management KPIs & Metrics (that show process success and progress) via Dashboards and ensure compliance
- Define communication and training plans to increase the adoption of Service Request and Catalog Management across the Digital organization; Author, deploy and maintain training courses and materials; ensure ongoing education and regular engagement and input of stakeholder
- Manage contractor resources - workload and deliverables
- Responsible for supporting internal / external audits and inspections
- Support Platform Team to advance maturity and maintain expertise in Service Catalog and Portal
Qualifications:
What Experience You Need:
What Experience You Need:
- Bachelor’s Degree in Information Technology, or a relevant field, or relevant experience
- Minimum of 7 years of relevant ITSM experience
- Strong knowledge of ITIL framework, ServiceNow and Service Catalog
- Strong documentation and business process mapping skills
- Excellent project management skills
- Excellent training and presentation skills
- Ability to partner effectively on cross-functional projects and/or teams
- Experience managing within a matrix structure and dealing with ambiguity through effective influence and collaboration at multiple levels in the organization
- 100 Best Workplaces for Millennials in 2022, published Fortune July 2022, Great Places to Work® data as of March 2022. Compensation provided for using, not obtaining, the rating.
- Edward Jones was recognized as one of the Best Workplaces for Millennials by Great Places to Work® and Fortune® magazine. The privately held firm ranked No. 2 overall, in its fourth appearance on the list.
- 2022 Fortune Best Workplaces for Women, published September 2022, research by Great Places to Work®, data as of August 2021. Compensation provided for using, not obtaining, the rating.
- Edward Jones has been named to the 2022 Best Workplaces for Women list by Great Places to Work® and Fortune® magazine, ranking No. 45.
- 2022 Fortune's 100 Best Companies to Work For, published April 2022, research by Great Place to Work®, data as of August 2021. Compensation provided for using, not obtaining, the rating.
- For the 23rd time, Edward Jones has earned a spot on the Fortune 100 Best Companies to Work For® ranking by Great Places to Work® and Fortune® magazine. Edward Jones ranked No. 35 on the prestigious 2022 list.
- 2022 Best Places to Work For LGBTQ Equality, Great Place to Work® in partnership with Human Rights Campaign Foundation, published Equity Magazine January 2022, data as of July 2021. Compensation provided for using, not obtaining, the rating.
- Edward Jones scored 100 percent on the Human Rights Campaign Foundation's 2022 Corporate Equality Index (CEI) the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ workplace equality. The ranking designated Jones as one of the best places to work for LGBTQ Equality.
Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.
At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate:
Salary: $92984 - $158325
Category: Headquarters
Salary : $92,984 - $158,325
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