Staff, Software Engineer (Global Process)

Position Summary...

What you'll do...

Walmart Global Tech is looking to hire a Staff Service Management Process Owner for our Sunnyvale office. The Service Management Process Owner is a dynamic and strategic role designed for process experts who thrive in solving complex problems.  You will be responsible for overseeing service delivery process, ensuring its efficiency, effectiveness, and alignment with overall service level agreements by defining key performance indicators, identifying areas for improvement, and driving continuous process optimization across all relevant teams. You will ensure that processes comply with relevant laws, regulations, and internal standards. 

Do you have deep understanding of ITIL or other service management frameworks, including best practices for service delivery and optimize the service management process through process re-engineering, automation or other improvement methodologies?  Do you have experience diagnosing complex issues, identify root causes, and develop effective solutions? Do you consider yourself as someone with a growth mindset who will raise the technical bar, and identify opportunities to improve existing processes, tools and systems to achieve high scale and productivity?

About Team: Global Tech Service Management Team aims to ensure operational excellence through continuous improvement, adaptive operational practices, standardization, and automation to deliver high quality services. The vision is to provide customer focused, cost effective and resilient services by operationalizing best practice frameworks into value-added ways of working. Functions handled are Problem Management, Change Management and Global Process.

What you'll do:

• The Service Management Process Owner is accountable to senior management for the proper design, execution, and improvement of the process
• As a member of our ITSM team, you will be responsible for managing and improving the delivery of IT services to our users
• You will work closely with our technical teams to ensure that our systems are operating efficiently and effectively
• Develop and maintains process documentation, workflows and knowledge database articles
• Review, recommend, design, and drive implementation of enhancements to the Incident, Problem and Change processes
• Measure and manage key indicators to drive global adoption of the Incident, Problem and Change Management Process
• Monitor and analyze key performance indicators (KPIs) to measure process effectiveness and efficiency
• Responsible for operational aspects of the Global Process
• Conduct regular audits and assessments to ensure the process is relevant and effective and in compliance with ITIL standards
• Develop operational metrics and reporting requirements and maintain service level agreements (SLAs)
• Participate in requirements discussions and help resolve cross-functional conflicts
• Ensure consistent execution of the process across the organization
• Consult and influence Service Owners/Managers on proper implementation of the Common Service Data Model (CSDM)
• Ensure the ServiceNow product complies with relevant industry standards and security requirements
• Manage the product backlog and validate customer needs and priorities
• Actively participate in project and scrum meetings
• Partner with other business functions to support cross functional projects and modernization initiatives across the organization
• Participate in project and governance meetings to ensure proper alignment across multiple functions
• Participate in platform upgrades

What you'll bring:

• Demonstrate a strong technical acumen and capability, with proven results
• Strong und