Service Management Specialist II-1

O'Reilly Auto Parts • Headquarters, KY

12d

About The Position

The Service Management Specialist II is responsible for negotiating, developing, monitoring, and managing service level agreements relating to IT services and ensuring that these are met. This position will ensure that all processes, agreements, and contracts are appropriate for the agreed service level targets.

Requirements

• Determines and analyzes trends from data that is collected to assist in compiling reports that will help in decision-making.
• Obtains consensus between two or more parties who may have different interests, for the benefit of the organization.
• Expresses ideas, requests action, formulates plans, and policies by means of clear and effective verbal communications.
• Creates reports, and reviews reports created by others, for various audiences as relevant, in a lucid and effective manner, keeping in mind the purpose of reports.
• Conducts gap analysis between current and future states to identify components of the overall change strategy.
• Utilizes systems and tools to support categorizing and classifying data and information.
• Uses database reporting tools and techniques.
• Utilizes systems and tools required to search for new data or retrieve existing data in a database.
• Communicates and delivers information verbally in a clear, concise and compelling manner to others.
• Interprets data by examining patterns, trends, relationships, and implications to draw meaningful conclusions and answer critical questions.
• Understands and effectively uses standard office equipment and standard software packages to support business processes.
• Applies appropriate analytical processes and procedures to support research schedules.
• Identifies potential stakeholders, analyzes their expectations, and develops strategies for managing stakeholders and their expectations.
• Understands business context, needs, rules, and architecture, as well as organizational structure, cultures, capabilities, and processes to document the current state of processes and the business.
• Probes and explores complex subjects thoroughly, extracting comprehensive information through insightful questioning to enhance understanding and decision-making processes.
• Employs purposeful and insightful questioning techniques to gather targeted information, promote critical thinking, and guide decision-making processes strategically.

Responsibilities

• Act as a team member supporting a change initiative by providing basic analysis, project plan updates, and other support to deliver prescribed outcomes.
• Collate and analyze data using preset tools, methods, and formats.
• Support data-driven analysis to identify opportunities for product/service improvement.
• Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
• Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring issues to others where necessary for interpretation of policy.
• Interpret data and identify possible answers.
• Help others get the most out of data management systems by providing support and advice.
• Identify product training needs and develop product training courses to fill gaps in existing programs, methods, or tools; run training programs for specific areas using prepared content.
• Provide advice, training, and assistance to users to resolve queries and ensure the technical capabilities and the organizational context in which the procedures or services operate are well understood by internal or external customers or suppliers.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential.
• Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Benefits

• Competitive Wages & Paid Time Off
• Stock Purchase Plan & 401k with Employer Contributions Starting Day One
• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
• Team Member Health/Wellbeing Programs
• Tuition Educational Assistance Programs
• Opportunities for Career Growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level