The Service Management Specialist II is responsible for negotiating, developing, monitoring, and managing service level agreements relating to IT services and ensuring that these are met. This position will ensure that all processes, agreements, and contracts are appropriate for the agreed service level targets. Responsibilities and Duties: Act as a team member supporting a change initiative by providing basic analysis, project plan updates, and other support to deliver prescribed outcomes. Collate and analyze data using preset tools, methods, and formats. Involves working independently. Support data-driven analysis to identify opportunities for product/service improvement. Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate. Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring issues to others where necessary for interpretation of policy. Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures, and precedents. Help others get the most out of data management systems by providing support and advice. Identify product training needs and develop product training courses to fill gaps in existing programs, methods, or tools; run training programs for specific areas using prepared content. Provide advice, training, and assistance to users to resolve queries and ensure the technical capabilities and the organizational context in which the procedures or services operate are well understood by internal or external customers or suppliers. Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Skills: Required: Determines and analyzes trends from data that is collected to assist in compiling reports that will help in decision-making. Obtains consensus between two or more parties who may have different interests, for the benefit of the organization. Expresses ideas, requests action, formulates plans, and policies by means of clear and effective verbal communications. Creates reports, and reviews reports created by others, for various audiences as relevant, in a lucid and effective manner, keeping in mind the purpose of reports. Conducts gap analysis between current and future states to identify components of the overall change strategy. Utilizes systems and tools to support categorizing and classifying data and information. Uses database reporting tools and techniques. Utilizes systems and tools required to search for new data or retrieve existing data in a database. Communicates and delivers information verbally in a clear, concise and compelling manner to others. Interprets data by examining patterns, trends, relationships, and implications to draw meaningful conclusions and answer critical questions. Understands and effectively uses standard office equipment and standard software packages to support business processes. Applies appropriate analytical processes and procedures to support research schedules. Identifies potential stakeholders, analyzes their expectations, and develops strategies for managing stakeholders and their expectations. Understands business context, needs, rules, and architecture, as well as organizational structure, cultures, capabilities, and processes to document the current state of processes and the business. Probes and explores complex subjects thoroughly, extracting comprehensive information through insightful questioning to enhance understanding and decision-making processes. Employs purposeful and insightful questioning techniques to gather targeted information, promote critical thinking, and guide decision-making processes strategically. Education: Bachelor's Degree or Equivalent Level Experience: Experienced practitioner able to work unsupervised (1 to 3 years) Managerial Experience: Experience with general supervision of more junior colleagues (7 to 12 months)O’Reilly Auto Parts has a proven track record of growth and stability. O’Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization.
Total Compensation Package:
Competitive Wages & Paid Time Off
Stock Purchase Plan & 401k with Employer Contributions Starting Day One
Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
Team Member Health/Wellbeing Programs
Tuition Educational Assistance Programs
Opportunities for Career Growth
O’Reilly Auto Parts is an equal opportunity employer. The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.
Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: rar@oreillyauto.com or call (800) 471-7431 option , and provide your requested accommodation, and position details.
Back to search
