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Title:  Manager IT Service Improvement & Performance Analytics

Requisition Id:  876
Job Function:  Information Systems
Career Area:  Corporate Jobs
Position Purpose:

The Global IT Service Improvement & Data Analytics Manager plays an integral role in providing strategic recommendations grounded in data analysis, ITIL fundamentals, and statistical models to drive IT Service Improvements within Stericycle.  A commitment to continuous improvement is critical as it will ensure the continued success of our IT Service Improvement initiatives which drives Customer Experience, IT efficiencies, increased revenue, and decreased operating costs. There are many facets within Service Management that will require attention. As a Change Agent, this role must use facilitation and interpersonal skills to inspire cultural change and continuous process improvement

Key Job Activities:

Stericycle is going through a major business transformation and this role plays an important role in ensuring high quality Customer Experience remains a top focus.

Strong understanding of the IT Service Management and ITIL Concepts including Incident, Problem, Change, Release, Configuration Management etc.. Data Model Management – Set up experimental designs to identify improvement opportunities within IT.  Continuously measure model effectiveness and performance against agreed KPIs.  Regularly conduct data validations to ensure models, metrics and KPIs remain relevant.

Predictive analytics – Leverage existing data sets to determine patterns and predict future outcomes and trends

Reporting/Analysis – Develop and publish reporting and analytics as a result of tested hypotheses and provide user-friendly outputs for various functions within IT.  Design reporting to provide insight into IT Performance against Business expectations.

Business Management – Provide leadership in various IT Service improvement activities by providing deep-dive insight through data and predictive analytics.  Develop partnership with other Information Systems to gain insight into upcoming data changes or new data availability.

Data Quality - Execute different data analytics (audits, correlation, etc.) to ensure the completeness, quality, and consistency of data used for analytics across systems.  Works across departments to understand inputs and ensure reliability while providing feedback/recommendations to improve quality.

Performs other related duties as required or requested.

Experience Required:

Experience Required:

A Bachelor’s degree in Computer Science or a quantitative field such as statistics, mathematics, information systems, or economics with 5+ years of experience

Have strong analytical, statistical, mathematical, predictive modeling, or machine learning skills

Two or more years of experience in working with large datasets, and relational databases (SQL)

Preferred Experience:

ITIL Certified

ServiceNow Micro–Certification – Performance Analytics

Experienced in using SN Performance Analytics tool to produce IT Service Improvement metrics and reports

Education: Bachelors Degree
Required Education: in Bachelors
Preferred Education: in Masters or Bachelors / Masters
Experience (North America & LATAM):
For Management jobs, years of management experience preferred: 5-7
Certifications: ITIL

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

Nearest Major Market: Chicago