Service Manager (Business Analyst)
Service Manager (Business Analyst)
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Job Description
Our Company
Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen.
Were on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization and we know the next big idea could be yours!
Opportunity
Championed by the CIO the Service Managers charter within Adobes Service Management team is to improve the Adobe customer experience by enabling and driving the adoption of ITSM frameworks and facilitating service improvements through close partnership with service teams.
Responsibilities
Educate internal partners in terms of Service Management processes.
Understand customer expectations and optimize the processes with functional teams.
Ensure that all teams are integrated into the standard ITSM frameworks and processes.
Analyze and provide transparency into incident problem and change management data to call out key data trends problems etc. for assigned solutions.
Partner with solution teams to ensure that the service registry is complete and accurate.
Collaborate with cross-functional teams such as Problem Management Program Management Development and Operations teams to prioritize and drive problem resolutions.
Work closely with Customer Support teams to ensure that customer critical issues are resolved appropriately.
Requirements
Ability to engage and communicate at executive levels (both oral & writing).
Ability to balance strength & tact and to influence without authority through strong emotional quotient (EQ) skills.
Experience leading geographically diverse and multifaceted projects.
Partnership skills working with local and remote teams.
The ability to see big picture objectives & to create clear concise plans.
Ability to show a motivated and intentional drive.
A bachelors degree or with equivalent experience.
The successful applicant will also be:
Able to grasp complex technical concepts & translate them into a simple to understand language.
Able to act in the implementation of new processes & improvement of existing processes.
Able to maintain calm in highpressure situations.
Selfdriven willing to ask questions and use information to proactively effect change & achieve results.
Someone who works well with a variety of different personality types.
Able to think through complex issues & propose alternative solutions to problems.
Unflappable able to take change in stride.
Able to infect the team with your optimism and purposeful drive.
Preferred skills and knowledge:
Proficient understanding of Event Incident Problem and Change Management processes in ITIL.
Experience crafting and implementing new processes and improving existing ones.
Project / Program Management experience preferred.
Strong product knowledge of Adobe Creative Marketing and Document products.
Experience leading projects with remote/geographically dispersed team members.
Experience using MS Office products (Excel Word Outlook PowerPoint Excel).
At Adobe for sales roles starting salaries are expressed as total target compensation (TTC base commission) and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition certain roles may be eligible for long-term incentives in the form of a new hire equity award.
State-Specific Notices:
California:
Fair Chance Ordinances
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances.
Colorado:
Application Window Notice
If this role is open to hiring in Colorado (as listed on the job posting) the application window will remain open until at least the date and time stated above in Pacific Time in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location no specific application window applies and the posting may close at any time based on hiring needs.
Massachusetts:
Massachusetts Legal Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Adobe is proud to be anEqual Employment Opportunityemployer. We do not discriminate based on gender race or color ethnicity or national origin age disability religion sexual orientation gender identity or expression veteran status or any other applicable characteristics protected by law.Learn more.
Adobe aims to make accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process emailor call .
Required Experience:
Manager
Employment Type
Full-Time
