Sr. Service Manager (Business Analyst)

Adobe•Lehi, UT

About The Position

Championed by the CIO, the Service Manager’s charter within Adobe’s Service Management team is to improve the Adobe customer experience by enabling and driving the adoption of ITSM frameworks and facilitating service improvements through close partnership with service teams. Adobe believes in hiring the very best! We are known for our vibrant, dynamic and rewarding workplace where personal and professional fulfillment and company success go hand in hand. We take pride in creating exceptional work experiences, encouraging innovation and being involved with our employees, customers and communities. We invite you to discover what makes Adobe a place where exceptional people thrive.

Requirements

Ability to engage and communicate at executive levels (both oral & writing).
Ability to balance strength & tact and to influence without authority through strong emotional quotient (EQ) skills.
Experience leading geographically diverse, and multi‐faceted projects.
Partnership skills working with local and remote teams.
The ability to see big picture objectives & to create clear, concise plans.
Ability to show a motivated, and intentional drive.
A bachelor’s degree or with equivalent experience (MBA is a plus).
Able to grasp complex technical concepts & translate them into a simple to understand language.
Able to act in the implementation of new processes & improvement of existing processes.
Able to maintain calm in high‐pressure situations.
Self‐driven, willing to ask questions and use information to proactively effect change & achieve results.
Someone who works well with a variety of different personality types.
Able to think through complex issues & propose alternative solutions to problems.
Unflappable ‐ able to take change in stride.
Able to infect the team with your optimism and purposeful drive.

Nice To Haves

Proficient understanding of Event, Incident, Problem, and Change Management processes in ITSM.
Experience crafting and implementing new processes and improving existing ones.
Project / Program Management experience preferred.
Strong product knowledge of Adobe Creative, Marketing, and Document products.
Experience leading projects with remote/geographically dispersed team members.
Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel).

Responsibilities

Educate internal partners in terms of Service Management processes.
Understand customer expectations and optimize the processes with functional teams.
Ensure that all teams are integrated into the standard ITSM frameworks and processes.
Analyze and provide transparency into incident, problem, and change management data to call out key data, trends, problems, etc. for assigned solutions.
Partner with solution teams to ensure that the service registry is complete and accurate.
Collaborate with cross-functional teams such as Problem Management, Program Management, Development, and Operations teams to prioritize and drive problem resolutions.
Work closely with Customer Support teams to drive appropriate resolution of customer‑critical issues.