IBM Service Management Multi-Process Specialist 

Costa Rica 

810042795

What do we need from our partners fitting this position?
• Support as a senior global Incident, Problem and Change point of contact
• Support a strong risk and control framework (risk appetite, governance, etc.)
• Providing support for internal/external audits and regulatory controls
• Implement change risk scoring and assessment capabilities to eliminate the underlying reason(s) for change related failures
• Driving change automation within enterprise teams
• Performing post-implementation reviews (PIR) for failed changes resulting in Cloud/Client Impacting events (CIE)
• Facilitating requirement gathering for workflow automation and tools support for the infrastructure and application/service teams
• Reporting, including performance scorecards, risk appetite and trend analysis
• Identifying and/or leading Service Improvement Programs (SIP) for chronic conditions
The soft skills / abilities required for you to be successful in this role include:
• Critical Thinking, Problem Solving, Active Listening and Deductive Reasoning
• Leadership – Capacity, Capability and Competency (“Leaders inspire others to take action”)
• Ability to “command the room” in a professional manner
• Ability and confidence to act decisively and take constructive feedback onboard
• Exercise influence over others across various levels of the organization (manage up, down and across)
• Ability to multi-task effectively and make sound judgments in a dynamic and high impact setting
• Capable of constructively challenging assumptions and information that does not reflect accurately on the situation at hand
• Excellent phone / video presence and written / verbal communication skills
• Strong relationship management and client-centric mindset
Fluent/Advanced level of english
Preferred Technical and Professional Expertise

The ideal associate for our agile family of experts needs to know about:
• Fundamental and/or working knowledge of Cloud technologies
• Working knowledge of Financial Services preferred but not required
• Knowledge and experience working with any number of enterprise technologies including, Compute (Server/OS), Database, Network, Storage, Middleware, Perimeter Security (Firewall, VPN, Host / Application Security)
• Working knowledge and experience with Service Now
Fluent/Advanced level of english