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Business Intelligence Service Manager (Wholesale)

Company Name:
Clorox
Job Description:
The BI Service Manager(SM) will manage the operation of enterprise wide Business Intelligence systems. The Service Manager will solve system problems by leading teams, communicating with multiple parties, and acting as a liaison for end users for analysis, troubleshooting, investigating, and implementing solutions.
The Service Manager is accountable for defining and delivering IT End-to End Services. An IT End to End Services includes all IT enabling services, applications and infrastructures that supports his/her service.
The SM plays a leadership role, ensuring operational excellence in service delivery transition and execution. They assure business objectives and operational outcomes are achieved. The SM identifies the cost drivers for IT services, and engages with business partners how those cost drivers impact their IT expenses. They are responsible for IT service demand management and planning conversations with business partners.
The SM understands their stakeholders and organizational structures. They are a trusted advisor to the business and influence improvements to service delivery that are aligned to Clorox Business Outcomes. They must be able to create, convey and deliver successful strategies and operational objectives for their Service(s). The End-to-End Service Manager holds the Service Provider(s) responsible for meeting contract requirements. They will work with outsourced service provider(s) to maintain and improve the underlying services through use of IT best practices in ITSM and ITIL.
Service Transition: Provide Functional Support for all approved Change Requests, System Enhancements, and system maintenance and upgrades.
Change
Lead and support delivery of system change requests (CRs): base business, break-fix, and enhancements.
Responsible for interfacing, prioritization, and sequencing with key stakeholders to uncover requirements for desired business service and process improvements. Conducts interviews and requirements gathering workshops.
Accountable for the translation of business requirements into functional requirements for inclusion in the BRD and Functional Specs. Includes: performance, security, validation, transmission, batch, user interface, etc.
Responsible for the review and approval of all solution options with business.
Oversee the coordination and resolution of cross functional and cross process impacts.
Responsible for ensuring proper solutioning, cross functional and systems impact assessments, identification and allocation of resources, and those changes are being delivered as per business expectations and commitments of timing, effort, and quality.
Responsible for the coordination of cross functional and cross process CR delivery work streams
Release and deployment
Responsible for the management and oversight of the Service Providers to build and execute a delivery plan.
Responsible for ensuring integration of solution across technical areas, tools and capabilities. Also may include multiple service providers and business partners.
Knowledge Management
Responsible for all review and sign off on Functional Design and Specification documents.
Responsible for ensuring all components of the Business Services Documentation are kept current: functional specs, technical specs, process documents, regression scripts. etc.
Transition planning and support
Partner with the Business Process Manager and Process Analysts in training plan development and training, support for users, and developing user documentation (i.e. job aids, keyboard procedures, reference guides, etc.).
Service validation and testing
Responsible for maintenance and currency of comprehensive test plans including Integration and Regression Scenarios. Participates in QA process, identifies test cases, explains complex processes, and aids in developing test cases and scripts.
Responsible for signoff on Unit test and systems integration tests.
Supports User Acceptance Testing (UAT) for all background changes.
Accountable for the coordination, management and update of Quality test environment to support end user testing.
Accountable for the execution of service transitions: cutover, production validations, etc.
Service Operations: Work with multiple vendor support teams to ensure smooth service delivery for all applications
Event
Manages the Service providers to ensure adequate monitoring of and handling of interruptions in delivered services
Conducts periodic service level reviews.
Incident
Support Service Provider for resolution of production issues.
Partners with the Service Provider in the facilitation of Service restoration and recovery activities,
Responsible for the coordination and/or support required for business communication for Service incidents and outages
Access
Responsible for the facilitation and/or support analysis of application security access issues.
Responsible for the facilitation and/or support internal and external control reviews of authorized and unauthorized access.
Problem management
Responsible for the review and sign off of Incident RCA and Problem Mgmt
Continuous Improvement Process - support and provide recommendations to improve services.
Participate in Periodic Operational Service Performance Reviews
With support from the Service Provide, gather process and analyze service performance data.
Execute service improvement plans.
Other
BCP and disaster recovery - For their area of responsibility, develop plans and execute exercises.
Provide Consulting/SME in support of projects, future enhancements, business process, etc.
Support internal and external periodic audit reviews of system and process controls.
Qualifications:
Experience:
7 - 10 years of experience in Information Services (IS), Project Management or related experience to include 3 - 5 years of management experience; experience in multiple divisions and/or locations, organization or CPG companies preferred
Minimum of 2 -3 full-life-cycle implementation
Experience working in an outsourced IT Service Delivery model (on-shore and off-shore).
ITIL v3 Foundation certification (Desired)
Proven IT leadership experience in a multi-business unit multi-location environment.
An understanding of the software development lifecycles such as Agile, planning, and implementation are a must.
Fundamental knowledge of the following:
o Relational database systems including awareness of SQL, indexing, constraints and normalization.
o Data warehouse systems such as SAP BW, Oracle solution stack, Essbase, including SAP Process Integration and ETL tools.
o Analytical and reporting platforms such as Oracle OBIEE, Hyperion, Endeca, and BRIO.
o Oracle database engines (Exadata), Exalytics, and Hadoop technology.
Ability to drive business process change.
Ability to gather business support requirements from key stakeholders.
Ability to interact at all levels of the organization.
Extremely strong client service orientation.
Ability to manage Business Unit Leadership expectations as relates to standard IT processes and procedures.
Ability to understand strategic and business objectives and how they might impact business process design and functional requirements.
Ability to identify conflict and assist others in conflict resolution in a positive manner to help the organization move forward.
Intense work ethic and a bottom line, ROI orientation.
Strategic and critical thinking.
Strong technical foundation with well-rounded business acumen.
Skills and Abilities:
Bilingual written and spoken Spanish and English.
Proven experience working well with others in a customer-focused department to deliver both business processes and system functionality in support of business initiatives.
Strong team skills. Able to work equally well with multiple levels in and out of IT organization: business, IT and 3rd party.
Deadline and quality focused.
Strong Influencing skills with stakeholders at all levels with ability to shape/influence business and technology
Proven analysis and problem solving skills.
Strong vendor management abilities for partnering across multiple vendors to meet SLA agreements.
Strong change management skills
Excellent written and verbal communication skills
Experience managing geographically distributed and culturally diverse work-groups
Understanding of CMM / Six Sigma and other relevant methodologies and tools
Strong influencing / negotiation skills
Experience in designing and implementing processes, process metrics and reporting
Experience in business analysis, financial analysis, or decision support systems
Education Level/Degree:
Bachelor's degree in Computer Science or related field or equivalent experience required.
Master's degree or other certification preferred; Six Sigma Black Belt training and certification desirable.

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