Lead Service Delivery and Compliance Analyst

Service Delivery Lead

The Service Delivery Lead ("Lead") acts as a service delivery champion and promotes ITIL best practices that improve and standardize the service delivery processes. Applies a deep understanding of ITIL and service delivery knowledge to support the ServiceNow system and its corresponding service delivery processes. Focuses on improving usability, system stability, performance and ongoing maintainability of ServiceNow. Works with the ServiceNow Product Owner to execute a service delivery vision and to prioritize the Service Delivery team's demand backlog. Facilitates the Service Delivery's team standup meetings that focus on the team's work backlog, creating stories from the backlog and ensuring the team's work assignments get completed timely. Technically astute in configuration and customization of ServiceNow, including workflows, UI policies, action scripts, pages, business rules, and forms. Handles the more complex development and technical work activities assigned to the team.

Job Duties And Responsibilities :

• Mentor less senior Service Delivery team members in ITIL practices, ServiceNow functionality, ServiceNow technical components, and service delivery best practices.
• Monitor the Service Delivery team's work queue and ensure the queue is properly managed (e.g., work being assigned timely, work assigned equally, work assigned based upon priority, work completed timely, etc.).
• Review, create stories, and assign the Service Delivery team's work backlog; effectively prioritize work based upon priority, impact, and value.
• Facilitate Service Delivery team standups focusing on the team's work backlog
• Configure and customize the ServiceNow system including workflows, UI policies, action scripts, pages, business rules, and forms with peer review and support.
• Be proactive in identifying improvements to usability, systems stability, performance, and ongoing maintainability of the ServiceNow platform.
• Implement and configure new solutions in ServiceNow that meets the requestor's requirements and considers the overall customer experience.
• Follow development best practices including unit testing, peer review, and UAT.
• Develop customer relationships by listening to and understanding customer problems; provides solutions that meet customer needs.
• Follow established ITIL and established service delivery processes.
• Other duties as assigned.

Minimum Essential Qualifications :

Preferred Qualifications :

Equal Employment Opportunity :

Targa Resources provides equal employment opportunities based on merit, experience, and other work-related criteria and without regard to race, color, ethnicity, religion, national origin, sex, age, pregnancy, disability, veteran status, or any other status protected by applicable law. We also strive to provide reasonable accommodation to employees' beliefs and practices that do not conflict with Targa's policies and applicable law. We value the unique contributions that every employee brings to their role with Targa.