In the Operational Excellence organization, we are seeking a motivated professional to become part of the IT Service Management (ITSM) \& reporting team. In this role you will identify improvements for the different ITSM processes such as Incident, Change and Problem management, set in place quality indicators, participate in monthly reviews, perform reporting activities and dashboards with PowerBI/PowerApps. Applies *developed* subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. **Responsibilities** Foundational knowledge of the IT Service Management and ITIL Framework Drive improvements and automation of ITSM processes such as Incident, Change, Release, Problem Management. Foster Root Cause mindset across the various organizations Drive Service Management improvement and operational excellence initiatives with IT service providers. Maintain and develop IT Service Management reports and dashboards Collaborates with senior team members to nurture connections with key stakeholders in the business or function, leveraging specialized business acumen to facilitate productive IT interactions. Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments. Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports. **Preferred Certifications** ITIL v3 ITIL 4 **Knowledge \& Skills** * IT Service Management * Agile Methodology * Automation * Computer Science * Data Analysis * Process Improvement * Project Management * Systems Development Life Cycle * User Story * Workflow Management **Cross\-Org Skills** * Effective Communication * Results Orientation * Learning Agility * Digital Fluency * Customer Centricity **Impact \& Scope** * Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.