Operations and Insights Executive improving property listings on platforms like Airbnb and Booking.com. Hands - on role involving data management, error checking, and operational improvements in a hybrid setting.
About the role
- Responsible for overseeing and optimizing the Incident and Problem processes
- Develop, implement and maintain Incident and Problem process documentation including process directives, procedural workflows, and instruction guides
- Drive process improvements and recommend options and technical solutions for future Incident and Problem process design/changes that increase efficiencies on the ServiceNow platform while considering impact and integrity of the platform
- Elicit requirements through different forums, ensuring the right questions are asked to produce essential requirement information to help align business needs with a technical solution on the ServiceNow platform
- Document and map current Incident and Problem processes and perform gap analyses against best practice, using industry standard techniques and frameworks such as Lean and ITIL
- Manage a continuous improvement cycle with Incident data trending and Root Cause Analysis regarding operational issues, scheduled service improvements and planned activities; while identifying areas for process and platform improvements, driving initiatives to enhance efficiency and effectiveness
- Guide and execute on relevant training and communication content design including the creation, maintenance and delivery of the content and materials
- Define and collect metrics to understand trends; develop and execute plans to mitigate symptoms while providing disciplined tracking and reporting according to standards
- Coordinate multiple and competing priority efforts using flexibility to adjust in changing requirements, schedules and priorities
- Use business, process and technical expertise to assist with managing key processes and technologies
- Provide support with the implementation of agreed remedies and preventive measures including reporting regarding current state of Incidents and Problems
- Manage prioritized ServiceNow backlog using Agile methods, and plan deployment dates with business stakeholder alignment
- Influence and liaise with business and technical resources, with varying disciplines, to ensure balance between process-based solutions and right-fit system design in ServiceNow
Requirements
- Demonstrated senior level experience in Incident & Problem Management roles within large organizations preferably Service Providers
- ServiceNow Platform subject matter expertise
- A proven track record in ITSM Project Management, ideally with a strong background in delivering strategic ServiceNow solutions
- A Collaborative team player with superior influencing skills, who builds relationships easily across various stakeholder groups to move initiatives forward
- Required: ITIL Certification in Incident and Problem Management
- Nice to have: PMP or Scrum Certification, Lean Six Sigma, ServiceNow System Administrator Certification
- Excellent ability to learn quickly, adapt to change and deal with ambiguity
- Strong ability to collaborate, exert influence, communicate and manage relationships at all levels of the organization
- Skilled at communicating complex concepts in easy-to-understand ways including written/presentation/reporting (technical and non-technical)
- Excellent influencing skills with ability to facilitate collaboration between stakeholders
- Strong analytical and problem-solving skills with attention to detail and accuracy along with the ability to work independently, under pressure
- Demonstrated understanding of enterprise business and technical architecture
Benefits
- Employee Assistance Program : An Employee Assistance program is available to all employees.
- US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members.
- US Benefits: - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
- US Benefits: - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits.
- Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members.
- Canada Core Benefits: - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA).
- Canada Core Benefits: - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits.
- Employees are eligible for bonus, and equity may be offered depending on the position.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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