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Title: Service Design Support
Location: Minneapolis (Remote Hybrid) needs to have the ability to be onsite 2-3 days a week
Contract: Duration: 1 year

The Service Design function ensures that ATA Information Technology and Security Services (IT/IS) align with the corporate strategies for AT, ATA, and our Customer Operating Entities (OEs). The Service Design Support (SDS) role supports ensuring that all enterprise functions are represented in the development of new Services. The role will support the Service Health Monitoring, Voice Of the Customer (VOC), NPS and other Service Portfolio Management Activities. The candidate will work with the Global Service Design team ensuring Service Design processes in North America are aligned and integrated with the Global processes.

Key Responsibilities
Execution of Service Design activities, including liaising with Global and Local Service Owners to track performance and complete Service Design Criteria.
Working with the Global Service Design team to maintain a consistent Global Service Design process that reflects the needs of the branch.
Support the development of Service Health Monitoring including collecting data, analysis against metrics, and tracking actions with Service Owners based on report output.
Support the Global VOC and NPS processes, liaise with Regional Service Owners and Customers, and track actions to completion.
Support periodic reviews with services and capabilities to ensure alignment with strategy and opportunity for revenue development.

Key Requirements/Skills/Experience
Four-year degree in Information Technology or related discipline or comparable education and work experience in a related field.
4-6 years experience in Service Design or relevant position.
4-6 years experience in Enterprise IT/IS Service Organization.
Understanding of IT Service Management and IT/IS Operations; ITIL Certification or similar accreditation preferred.
Organization and Execution: Sets, manages, and completes work on multiple priorities and work activities; organizes work in ways that improve efficiency; completes assignments rapidly and thoroughly; effectively handles conflicting priorities and demands; eliminates roadblocks.
Problem Solving & Analysis: Systematically generates relevant information; considers a broad range of factors; grasps complexities and recognizes relationships among data, events, or problems; applies fact-based logic; generates alternatives.
Initiative: Takes prompt and independent action when appropriate; shares ideas; recommends solutions to problems; does whats necessary without being prompted or incented; seeks increasing levels of challenge and opportunity.
Customer Focus: Listens to customer feedback informally and acts on it. Applies understanding of how internal or external customers use products and services to meet their needs better. Explores customer needs to better satisfy the client on an ad hoc and reactive basis.
Effective Communicator: Prepares and delivers strategy-focused proposals and presentations to all levels. Actively listens to, paraphrases, probes and clarifies comments to ensure understanding. Fits messages to the audience across functions and organizational levels.