Lead Service Delivery and Compliance Analyst

The Service Delivery Lead (“Lead”) acts as a service delivery champion and promotes ITIL best practices that improve and standardize the service delivery processes. Applies a deep understanding of ITIL and service delivery knowledge to support the ServiceNow system and its corresponding service delivery processes. Focuses on improving usability, system stability, performance and ongoing maintainability of ServiceNow. Works with the ServiceNow Product Owner to execute a service delivery vision and to prioritize the Service Delivery team’s demand backlog. Facilitates the Service Delivery’s team standup meetings that focus on the team’s work backlog, creating stories from the backlog and ensuring the team’s work assignments get completed timely. Technically astute in configuration and customization of ServiceNow, including workflows, UI policies, action scripts, pages, business rules, and forms. Handles the more complex development and technical work activities assigned to the team.

JOB DUTIES AND RESPONSIBILITIES:

- Mentor less senior Service Delivery team members in ITIL practices, ServiceNow functionality, ServiceNow technical components, and service delivery best practices.

- Monitor the Service Delivery team’s work queue and ensure the queue is properly managed (e.g., work being assigned timely, work assigned equally, work assigned based upon priority, work completed timely, etc.).

- Review, create stories, and assign the Service Delivery team’s work backlog; effectively prioritize work based upon priority, impact, and value.

- Facilitate Service Delivery team standups focusing on the team’s work backlog

- Configure and customize the ServiceNow system including workflows, UI policies, action scripts, pages, business rules, and forms with peer review and support.

- Be proactive in identifying improvements to usability, systems stability, performance, and ongoing maintainability of the ServiceNow platform.

- Implement and configure new solutions in ServiceNow that meets the requestor’s requirements and considers the overall customer experience.

- Follow development best practices including unit testing, peer review, and UAT.

- Develop customer relationships by listening to and understanding customer problems; provides solutions that meet customer needs.

- Follow established ITIL and established service delivery processes.

- Other duties as assigned.

MINIMUM ESSENTIAL QUALIFICATIONS:

- Bachelor’s degree in computer science, MIS, and/or equivalent work experience in related fields.

- 5 - 8 years of job experience supporting, administering, configuring, and coding on the ServiceNow platform including the ITSM Service catalog and service portal.

- ServiceNow certifications (Administrator, IT Service Management, etc.).

- Strong workflow, scripting, and application development coding within ServiceNow.

- Previous experience in Agile methodology.

- Strong grasp of ITIL concepts.

- Strong written and verbal communication skills with an aptitude for problem solving.

- Must be able to independently resolve issues and efficiently self-direct work activities based on the ability to capture, organize, and analyze information.

- Experience delivering solutions that align with business strategies.

- Experience troubleshooting complicated issues across multiple systems and driving to solutions.

- Experience in providing technical solutions to non-technical individuals.

- Demonstrated team building skills.

- Ability to lead people.

- Convey clear sense of direction, priorities, and vision for service delivery area.

- Ability to deal with internal employees and external business contacts while conveying a positive, service-oriented attitude.

- Willingness to travel to company locations (up to 5%).

- Regular and reliable attendance.

PREFERRED QUALIFICATIONS:

- 1 to 3 years of managing the workloads of others.

- ITIL v4 Foundations highly encouraged.

- Other technical certifications (e.g., Microsoft Azure, AWS, Java, Python, C++, MCSD, etc.).

EQUAL EMPLOYMENT OPPORTUNITY:

Targa Resources provides equal employment opportunities based on merit, experience, and other work-related criteria and without regard to race, color, ethnicity, religion, national origin, sex, age, pregnancy, disability, veteran status, or any other status protected by applicable law. We also strive to provide reasonable accommodation to employees’ beliefs and practices that do not conflict with Targa’s policies and applicable law. We value the unique contributions that every employee brings to their role with Targa.

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