IT Service and Process Management - Asset Management

At World Fuel Services, our employees are the key to our global success.We are industry leaders due to the innumerable talents of our approximately 5000- strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.
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IT Service Management Office Analyst - Asset Management

This position will be part of the SMO squad within World Fuel Services overseeing Change, Release, Incident, Asset, Problem and Service Level Management processes.

This candidate will be responsible for leading and driving continuous improvement to our internal customers, by supporting the ITIL framework to improve processes and services. Primary responsibilities include driving IT Asset Management process improvement and inspire teams to deliver the best possible service to customers. A strong focus on the core Service Management processes such as Incident, Request, Change, Problem, and aligning to critical business outcomes.

What You'll Do:

Responsibilities include, but not limited to:

• Oversee the IT Asset Management process in World Fuel by revising, recommending, and maintaining processes and procedures that reflect ITIL best practices.
• Coordinate quarterly asset audits with various IT asset owners and report results.
• Support the management of the Configuration Management Database (CMDB) and reporting of CI exceptions and data discrepancies.
• Participate in and assist the facilitation of recurring Change Management and Release management meetings.
• Develop, measure, and analyze SLAs and Key Performance Indicators (KPIs).
• Design and generate metric reports; status and performance reports for staff and senior management;
• Identify opportunities for continuous service improvement.
• Review Change Management Requests (CMRs) to ensure the appropriate priority levels and details are provided in accordance with defined policy.
• Facilitate, as needed, the coordination of Critical Incidents impacting the business until resolution.
• Schedule and conduct post incident reviews with the resolver teams.
• Produce metrics and assist with the identification of root cause for reoccurring incidents.
• Serves as coach, advisor, and contributor regarding the ongoing development of Service Management framework and Continuous Service Improvement Projects
• Working with IT and Business team members define KPI's/metrics for various processes to drive improvements of services and report on

What You'll Need:

Qualifications:

• Minimum of 4 years of experience with ITIL service management implementation specifically around Configuration/Asset Management.
• Minimum of 3 years of experience in an IT Infrastructure support role
• Bachelor's Degree in related field
• IITIL V4 Foundations Certification or higher
• AWS Cloud Practitioner desirable
• Understanding of Quality Assurance principles; testing methodologies, tools and techniques; Distributed technologies and architectures; Software development lifecycle methodologies
• Leadership skills
• Ability to drive strategy and direction
• Customer obsession
• Comfortable with ambiguity
• Adaptable to change
• Take responsibility and accountability
• Inspire confidence and motivation
• Seeks and utilizes feedback
• Learning agility
• Enthusiasm
• Optimism
• Courage

Signs That You're a Strong Candidate:

• You have experience helping organizations design and implement IT Asset Management best practices.
• You are familiar with Cloud Infrastructure concepts
• You have some infrastructure support experience
• You focus on the overall excellent customer experience rather than only on technology
• You inspire confidence, motivation, and creativity in a team environment
• You show caring and understanding
• You seek out clarification and embrace the unknown without needing direction
• You seek and utilize feedback positively