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Walmart Staff Software Engineer Global Process United States, California, Sunnyvale 162199319
29.01.2025
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What you'll do...
Walmart Global Tech is looking to hire a 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.
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 understanding of ITIL principles and best practices
- Strong understanding of compliance regulations, federal regulatory knowledge, and industry best practices
- 8-10 years of experience working with IT Service Management frameworks and processes
- In depth understanding of ServiceNow capabilities and experience with management of ServiceNow Incident, Problem and Change Process Ownership
- Knowledge of IT security principles and best practices for securing ITSM processes and data
- Familiarity with Agile/Scrum methodologies
- Experience with ServiceNow Performance Analytics and Reporting for measuring ITSM performance and service metrics
- Experience with ServiceNow development tools such as workflow, flow designer, business rules, scripts, and Access Control List (ACL) rules
- The capacity to drive continuous improvement initiatives and manage organizational change effectively
- Excellent communication, listening and interpersonal skills to build relationships and gain support for the processes you own
- Strong analytical, problem-solving skills and attention to detail
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to prioritize features and enhancements
- Skilled servant leader and able to work with a diverse team of IT professionals
- Working knowledge of various best practice frameworks including ITIL, service management, Agile/scrum, project management, etc
- Experience working with a global team across multiple regions and time zones
- Experience working in a matrixed organization
- Experience in coordinating, creation and completion of technical design and discussions that help drive technical architecture
- Experience working with modern, web-based architectures, including REST APIs, Serverless, event-driven microservices
- Experience participating in relevant Engineering and Technical Operations workgroups and on-call rotations to assure service availability and operational excellence
- ITSM Certification
- Proficiency in MS-Office productivity applications
- Bachelor’s degree in Computer Science, Information Technology or a related field
Flexible, Hybrid work:
Benefits: Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.
The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.For information about benefits and eligibility, see
The annual salary range for this position is $143,000.00-$286,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include: - Stock Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
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