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Job Summary
The ITSM Sr. Analyst - Service Catalog has primary responsibilities focused on IT Service Management documentation, communications and training, and process evaluation, improvements, execution and compliance. The analyst works to facilitate new process design and existing process improvements with accountable and responsible stakeholders across IT and business departments. The analyst insures that a holistic approach is taken when implementing new and improved processes, so that IT continually improves service functionality, quality, and delivery effectiveness and efficiency.
Essential Duties & Responsibilities
- Defining the appropriate service description within the service catalog structure to meet the needs of stakeholders while managing the service platform.
- Capturing and maintaining service information to ensure data quality.
- Publishing and managing information between services and relationships with other configuration items.
- Responsible for the catalog design while documenting catalog, content, and interface improvements.
- Perform quality control to ensure records are accurately documented while processes and procedures are consistently followed so that application and service delivery is at a high level of quality.
- Lead cross-functional meetings with IT and business stakeholders at all levels, focused on process evaluation and improvements.
- Drive data analysis to measure the performance of processes, technology, and services.
- Design and deliver training activities delivered to IT and business departments, covering relevant Stifel IT and service management topics and tool usage.
- Provide technical writing services in various forms for various IT and business audiences.
- Provide guidance in applying service management and other relevant IT frameworks, methodologies, and standards - including those defined by regulators.
Qualifications
- Ability to facilitate constructive and professional debate, and gain compromise and consensus.
- High level understanding of various technologies and how the collectively deliver products and services to customers
- Working knowledge of ITSM tools and frameworks, reporting and relational database systems
- Accountable owner of at least one ITIL core practice
- Ability to multi-task and effectively prioritize work streams.
- Ability to deliver high quality training to various stakeholders at all levels
Education & Experience
- Bachelor's degree in Information Systems, Business Administration, or related field; or equivalent professional experience (or combination) required.
- 3+ years' of experience working in or supporting an internal IT department and supporting ITSM platforms.
Licenses & Credentials
- ITIL v3 or v4 Foundations Certification required
Systems & Technology
- Proficient in Microsoft Excel, Word, PowerPoint, Outlook, Visio
- In depth experience with BPM and ITSM platforms
- Understanding of monitoring and event management tools
- Understanding of relational database technologies and reporting tools
- Experience with office productivity, reporting, and technical documentation software
About Stifel
Stifel is a more than 130 years old and still thinking like a start-up. We are a global wealth management and investment banking firm serious about innovation and fresh ideas. Built on a simple premise of safeguarding our clients' money as if it were our own, coined by our namesake, Herman Stifel, our success is intimately tied to our commitment to helping families, companies, and municipalities find their own success.
While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations. Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more. Let's talk about how you can find your place here at Stifel, where success meets success.
At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.
Stifel is an Equal Opportunity Employer.
Stifel is committed to providing equal employment opportunities (EEO) to all associates,
applicants for employment, and individuals providing services in the workplace without regard to
actual or perceived race, color, religion, creed, gender, pregnancy (including childbirth, lactation,
child-bearing capacity, sterilization, fertility, past pregnancy condition and the potential or intention
to become pregnant and related medical condition), sexual and reproductive health decisions, sexual
orientation, gender identity and gender expression (including transgender individuals who are
transitioning, have transitions, or are perceived to be transitioning to the gender with which they
identify), national origin, ancestry, age, disability, weight, genetic information, marital status,
citizenship status, familial status, homelessness (i.e., lack of a permanent mailing address or a
mailing address that is a shelter or social services provider), status as a covered veteran or any
other protected criteria in accordance with applicable federal, state and local laws. Stifel complies
with applicable state and local laws governing non-discrimination in employment applicable to
each location in which the Firm operates. Stifel strictly prohibits any form of unlawful
discrimination.
Equal opportunity extends to all aspects of the employment relationship, including hiring,
transfers, promotions, training, termination, working conditions, compensation, benefits, and other
terms and conditions of employment. All Stifel associates are responsible for implementing this
EEO policy in their daily actions, conduct and decisions. All associates are expected to treat each
other with respect and professionalism.
Stifel is an Equal Opportunity Employer.